Coordinator Team Lead, Call Center

About the role

We are recruiting for a mission-driven Coordinator Team Lead, Call Center to join our team!

We're with you for life's journey. At Denver Health, purpose isn't just something we believe in-it's something we live every day, for life's journey.

Job Summary

Under general supervision, oversees the daily activities of a team of agents who place and receive telephone calls in a healthcare setting and serves as a Liaison between Clinics and Call Center.

Responsible for assisting Call Center Leadership in training and monitoring of Call Center procedures and processes including meeting operational standards, supporting agents in achieving/maintaining service levels, improving the teams overall quality service, preparing reports, keeping equipment operating, and maintaining professional and technical knowledge.

Possess excellent customer service and communication skills, cross-trained in all aspects of Call Center responsibilities and provides leadership support to Management team and Agents.

Essential Functions

• Provides ongoing monitoring of Agent activities to ensure team members meet operational standards, maintain service levels, improve quality, and accomplish organizational goals; prepares reports as directed by Management to demonstrate agent performance and makes recommendations for improvement. (10%)
• Trains Agents in Call Center procedures, processes and computer applications; participates in development of agent training materials. (10%)
• Responds to internal and external customer requests 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 resolution. (10%)
• Ensures agent equipment is operating and facilitates requests to repair, restore or enhance as appropriate. (10%)
• Meets with the Quality Assurance team to review Agent performance and conducts quality assurance auditing as needed. (10%)
• Participates in agent interviews and agent roundings. (10%)
• Perform front line agent functions including taking calls, making outbound calls, emergency procedures, page/page park, and other agent duties to ensure process knowledge is up to date. (10%)
• Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability. (10%)
• 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. (10%)
• 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. (10%)

Education

• No High School Diploma and/or No GED

Work Experience

• 1-3 years medical call center experience Required

Knowledge, Skills and Abilities

• Familiar with a variety of healthcare concepts, practices, and procedures.
• Ability to prioritize and perform a multitude of duties with great attention to detail and a high level of accuracy in a fast paced environment relying on extensive experience and judgment to plan and accomplish goals.
• Knowledge of Commercial Insurance referral and authorization process is preferred.
• Knowledge of medical terminology and benefits.
• Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.
• Relationship building, instructing, teaching, process/change execution, flexibility, and reporting
• Able to type 40wpm and possess intermediate knowledge of PC applications (NT, Windows), healthcare applications and phone systems.
• CPT and ICD-10 coding skills preferred
• Shift
• Work Type
• Regular
• Salary $23.98 - $33.57 / hr

Benefits

At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future - with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs.

We invest in your growth through tuition assistance, career advancement pathways, and professional development - while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you're joining a mission-driven organization that invests in you.

Here is a small list of our benefit programs

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
• 100% paid parental leave up to 6 weeks
• Immediate eligibility for retirement plans with employer contribution up to 9.5%
• Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
• Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
• Free RTD EcoPass (public transportation)
• Childcare discount programs & exclusive perks on large brands, travel, and more
• Tuition reimbursement & assistance
• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
• 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