Under minimal supervision, responsible for Supervision of call center performance
and direct Supervisory of functions performed by a team of 15-20 Access Coordinator’s and Team Leads.
Daily and “live” monitoring of a multidiscipline call Queue to ensure excellent customer service and quality
in service delivery. Create and update scheduling standard work for over (30) clinics in accordance with
DH Access Policies and Procedures. Monitors and audits employee performance of multidiscipline
appointment scheduling, insurance benefit verification and authorization, and delivery of important patient
information relative to obtaining care at DH. Performs call center analysis to create staff schedules and
makes necessary adjustment in daily work schedules. Maintains, advises and provides interpretation of
department policies and procedures and training. Provide leadership support to department by creating
and submitting monthly department performance reports consisting of call center performance,
scheduling accuracy, and customer service. Provide timely response to completion of staff evaluations
and responding to patient and employee concerns.
Education: Degree in Business Administration, Health Care Administration, or related health care
Experience: Typically, one year supervisory or leadership experience required. Five years call
center experience including knowledge of call center technology and metrics.
Knowledge, Skills & Abilities: Critical analytical thinking skills, with an emphasis on customer
service including excellent telephone skills. Knowledge of PC applications (NT, Windows) including
healthcare or call center applications, 30 wpm typing, along with strong organizational and
prioritization skills. Provide excellent customer service in a call center environment and relate to a
diverse patient population. Excellent follow through and detailed oriented with a high level of
accuracy. Prioritize and perform a multitude of duties. Inspire trust and be approachable. Provide
team support with patience, respect, and equality. Bilingual skills are preferred.
Certificate/License/Registration: None All Certifications and Licenses required for this job must
be kept current as a condition of continued employment.
Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 500-bed acute care medical center, Denver’s 911 emergency medical response system, eight family health centers, 13 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, an off-site 100 bed non-medical detoxification unit and The Denver Health Foundation.
As Colorado’s primary safety net institution, Denver Health is a mission-driven organization that has provided more than $4 billion in care for the uninsured since 1991. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving thirty percent of all Denver residents, or approximately 160,000 individuals and 40% of Denver’s children.
Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.
We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).
Denver Health - 17 months ago
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