Specialist Senior, Call Center

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Where is your life journey taking you?

Being the heartbeat of Denver means our heart reflects something bigger than ourselves, something that connects us all:

Humanity in action, Triumph in hardship, Transformation in health.

Department

• Responsible for conducting Quality Audits for all Call Center agents, meeting the performance standards associated with conducting an audit, and documenting analysis to ensure consistent quality of service and adherence to process/policy within the department. (10%)
• Demonstrate mastery and comprehension of quality standards for all Call Center functions participating in the Quality Assurance Program. (10%)
• Compile daily, weekly and monthly monitoring reports; maintain agent scoring forms and definitions. (10%)
• Achieve departmental productivity requirements including number of agents monitored and documented, completion of internal and external communications, and reporting as defined by Call Center Leadership. (10%)
• Act as a resource and provide recommendations to improve agent performance through changes in process flows, scripting, etc. (10%)
• Collaborate with Leadership in development/delivery of training materials that address identified deficiencies, trends, gaps and new processes or services, through performing various forms of monitoring. (10%)
• Independently handle and assist Agents, Clients and Patients with problem identification on any customer care issues and service problems, coordinate escalations, assess customer's needs, and provide resolution seeking Leadership support appropriately. (5%)
• Support Call Center Leadership focus of key drivers, metrics and operational processes that drive balanced scorecard and improve customer experience. (5%)
• Meets with Call Center Leadership to review Agent performance. (5%)
• Train Agents as needed. (5%)
• Participate in monthly quality calibration sessions. (5%)
• Perform front line agent functions including taking calls, making outbound calls and other agent duties to ensure process knowledge is up to date. (5%)
• Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability. (5%)
• Verifies and updates demographic, financial, guarantor, insurance and patient information for new and existing patients within the practice management/electronic health record and various Denver Health computer applications. (5%)

• High School Diploma or GED Required

• Three years in a hospital/medical office setting preferred or relevant experience in a customer service business with the ability to relate to a diverse patient population. Required and
• Familiar with a variety of healthcare concepts, practices, and procedures. Required and
• CPT and ICD-9 coding experience is preferred.

• Ability to prioritize and perform a multitude of duties with attention to detail and a high level of accuracy in a fast paced environment relying on experience to accomplish goals.
• Knowledge of Commercial Insurance referral and authorization process is preferred.
• Able to type 25wpm and possess knowledge of PC applications (NT, Windows) and/or healthcare applications.

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.