Scheduler I, Call Center, Part Time

This is a fully remote position, open to applicants in United States.

📋 Description

• Assists customers by responding to incoming calls while adhering to Denver Health and departmental policies/processes to address customer inquiries and directing calls to the relevant area when necessary.

• Responsible for effectively evaluating and identifying customer needs and taking appropriate actions based on this information.

• Provides support to Denver Health staff by gathering demographic, medical complaint, and essential information needed to ensure proper patient care and resolve calls.

• Completes computerized patient scheduling and collects comprehensive demographic and insurance details required for timely and accurate service billing, obtaining pre-certification authorization, and benefit information necessary for payment.

• Responds to all calls courteously, respectfully, and helpfully while utilizing interpretation services to enhance customer communications; performs information lookups using various data sources to achieve quick and accurate call resolutions.

• Meets both internal and external customer requests by clarifying required information, utilizing Denver Health resources to finalize transactions, and forwarding requests when necessary.

• Understands standardized scheduling, rescheduling, and cancellation protocols. Schedules appointments with the appropriate provider according to patient requests, provider instructions, and availability in accordance with approved scheduling guidelines.

• Ensures continuity of work operations by documenting and communicating actions taken, completing activity reports, and providing information upon request for various departmental functions and initiatives; maintains equipment functionality by adhering to established procedures and reporting any malfunctions.

• Identifies requirements by collaborating with customers; addresses inquiries by clarifying needed information, researching, locating, and providing pertinent details; takes appropriate action based on this information to either resolve customer requests or transfer them appropriately.

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

• Informs customers about additional services by recognizing opportunities to enhance their experience and meet their needs; guides patients to available resources.

• Skilled in gathering, verifying, and updating demographic, financial, guarantor, insurance, and patient information for both new and existing patients within the practice management/electronic health record and various Denver Health computer systems.

⛳️ Requirements

• High School Diploma or GED is required.

• 1-3 years of work experience.

• Two years of customer service or healthcare experience is required.

• Familiarity with a range of healthcare concepts, practices, and procedures.

• Excellent customer focus/service, interpersonal skills, listening, verbal and written communication abilities, problem-solving, and multitasking skills.

• Knowledge of standardized scheduling, cancellation, rescheduling, and attendance procedures.

• Familiarity with the commercial insurance referral and authorization process is preferred.

• Ability to perform basic mathematical calculations.

• Capable of typing at a speed of 40 words per minute.

• Proficient with PC applications (NT, Windows), healthcare applications, and telephone systems.

🏝️ Benefits

• Paid time off starting at 28 days per year, which includes vacation, personal/sick leave, and 7 holidays.

• 100% paid parental leave for up to 6 weeks.

• Immediate eligibility for retirement plans with employer contributions of up to 9.5%.

• Comprehensive medical, dental, and vision plans, in addition to employer-paid disability and life insurance.

• Access to comprehensive well-being programs, including an on-site employee fitness center located at the Denver Health main campus and the nationally recognized RESTORE Center.

• Free RTD EcoPass for public transportation.

• Childcare discount programs and exclusive perks on popular brands, travel, and more.

• Tuition reimbursement and assistance.

• Opportunities for education, coaching, and professional development through the Workforce Development Center (WFDC) to support internal career growth and advancement pathways.

• Professional clinical advancement program and shared governance.

• Eligible employer for Public Service Loan Forgiveness (PSLF), along with free student loan coaching and assistance for navigating the PSLF program.

• Eligible employer for the National Health Service Corps (NHCS) and the Colorado Health Service Corps (CHSC).