Coordinator Team Lead, Call Center

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.

Our Values

Respect | Belonging | Accountability | Transparency

Department

Appointment Center

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

Licenses:

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

About Denver Health

Denver Health is an integrated, high-quality academic healthcare 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, the Public Health Institute at Denver Health, Denver Health Medical Plan and Denver Health Foundation.

As Colorado’s primary, and essential, safety-net healthcare system, Denver Health is a mission-driven organization that has provided millions in uncompensated care for the uninsured each year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community. All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made. Applicants will be considered until the position is filled.