Summary

Under 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 precertification authorization and benefit information necessary for payment.

Essential Duties and Responsibilities

1. 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.

2. Fulfills internal and external customer requests by clarifying desired information, utilizing Denver Health resources to complete transactions, forwarding requests when appropriate.

3. 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.

4. Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

5. Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources.

6. Maintains patient confidence by keeping patient records information confidential; delivers quality results by following organizational standards.

7. Follows Denver Health and Departmental emergency procedure standard work immediately initiating these procedures when necessary and completing documentation requirements; performs all emergency procedure call downs, initiates notification of proper Disaster Communication procedures.

8. Page or Page/Park appropriate department on-call or individual; provides appropriate on-call information while disclosing only authorized and need to know information.

9. Keeps health care providers informed by communicating patient information.

10. 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

11. 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.

13. Serves and protects the community by adhering to professional standards, organizational policies and procedures, federal, state, and local requirements, and accreditation standards.

14. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

15. Updates job knowledge by participating in educational opportunities.

16. Other duties as assigned.

Minimum Qualifications

Education and Experience

1. High School diploma or GED required.

2. Associate’s Degree preferred.

3. Two years customer service or healthcare experience required. Call center experience preferred.

Knowledge, Skills and Abilities1. Familiar with a variety of healthcare concepts, practices, and procedures.

2. Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.

3. Knowledge of standardized scheduling, canceling, rescheduling, attendance procedures.

4. Knowledge of Commercial Insurance referral and authorization process is preferred.

5. Ability to perform basic math.

Computers and Technology

1. Able to type 40wpm.

2. Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems.

Certificates, Licenses and Registration

1. None

Pay Range

Minimum: 19.23

Midpoint: 22.60

Maximum: 25.96

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, 18 school-based health centers, Rocky Mountain Poison and Safety, a Public Health department, 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 is committed to provide equal treatment and equal employment opportunities to all applicants and employees. As an EOE, Denver Health 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.