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Department
Appointment CenterJob SummaryUnder close supervision, serves customers by answering incoming calls utilizing Denver Health and Departmental policies/processes to resolve customer requests and directing calls to the appropriate area when necessary. Responsible for effectively screening/identifying customer requirements and taking appropriate action based on this information. Provides assistance to Denver Health staff by collecting demographic, medical complaint and key information required to facilitate appropriate patient care and call resolution. Completes computerized patient scheduling, collection of comprehensive demographic and insurance information required to facilitate timely and accurate billing of services, obtainment of pre certification authorization and benefit information necessary for payment
Essential Functions:
- Answers all calls in a courteous, respectful and helpful manner utilizing interpretation services to facilitate customer communications; performs information lookups using all sources of data to provide rapid, accurate call resolution. Fulfills internal and external customer requests by clarifying desired information, utilizing Denver Health resources to complete transactions, forwarding requests when appropriate. (20%)
- Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability according to preset approved scheduling guidelines. 12. Maintains continuity of work operations by documenting and communicating actions, completes activity reports and communications upon request for various Departmental functions and initiatives; keeps equipment operational by following established procedures and reporting malfunctions. (20%)
- Determines requirements by working with customers; answers inquiries by clarifying desired information, researching, locating and providing information; taking action based on this information either to resolve the customer's request or transfer appropriately. (15%)
- Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. (15%)
- Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources. (15%)
- Proficient in gathering, verifying and updating 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. (15%)
Education:
- High School Diploma or GED Required
Work Experience:
- 1-3 years Two years customer service or healthcare experience Required
Licenses:
Knowledge, Skills and Abilities:
- Familiar with a variety of healthcare concepts, practices, and procedures.
- Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.
- Knowledge of standardized scheduling, canceling, rescheduling, attendance procedures.
- Knowledge of Commercial Insurance referral and authorization process is preferred.
- Ability to perform basic math.
- Able to type 40wpm.
- Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems.
Shift
Days (United States of America)Work Type
PRN/IntermittentSalary
$19.23 - $25.96 / hrBenefits
Competitive pay
Outstanding benefits
Education opportunities
Shared leadership and advancement opportunity
State-of-the-art facilities
Immediate retirement plan matching
Professional clinical advancement program
Participation in evidence-based projects
Public Service Loan Forgiveness (PSLF) eligible employer
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.
We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).
Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For read more about our commitment to diversity visit:
"Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."