Scheduler I, Call Center (Remote, must live in Denver Metropolitan Area)
Denver Health · Denver, CO · 1 mo ago
Administrative$21–$26.31/hrFull-time
We need to output HTML fragment with sections: About the role? Actually we need to use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate.
We need to parse the posting.
Key info:
- Job: Scheduler I, Call Center (Remote, must live in Denver Metropolitan Area)
- Values: Respect | Belonging | Accountability | Transparency
- Department: Appointment Center
- Shifts: 40 hours per week during 7 AM-6PM, remote, reliable cable-based home internet required.
- Job 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 pre certification authorization and benefit information necessary for payment
- Essential Functions: list with percentages:
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. (20%)
3. 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. (20%)
4. 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%)
5. 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%)
6. Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. (15%)
7. Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources. (15%)
8. 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 (some duplication)
- Licenses: none mentioned? There's "Required Licenses" heading but no content.
- Knowledge, Skills and Abilities: list:
- 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 Regular Salary $21.00 - $26.31 / hr
- Benefits: description with bullet list (but we need to use
- for any list of duties/requirements/benefits). So we need to list benefits as
- items.
- About Denver Health: description.
We need sections: About the role (maybe job summary?), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what content goes where.
- About the role: could be job summary and maybe department, values, mission-driven statement. Could include "We're with you for life’s journey..." but that's boilerplate? Might be considered mission statement. It's substantive? It's generic but maybe keep as part of About the role.
- Responsibilities: essential functions list.
- Requirements: education, work experience, licenses (none), maybe shift requirements? But shift is schedule.
- Qualifications: maybe knowledge, skills and abilities? Actually qualifications often include education and experience. But we have separate sections: Requirements (education/experience/licenses) and Qualifications (maybe certifications? Not present). Skills: knowledge, skills and abilities.
- Benefits: list.
- Pay: salary range.
- Schedule: shift hours, remote, 40 hrs/week, 7am-6pm, cable internet required.
We must not create sections with filler like "not specified". So only include sections where we have content.
We have content for all sections except maybe Qualifications (if we treat knowledge, skills and abilities as Skills). Could combine Qualifications with Requirements? But we need to follow instruction: Use headings for those specific section names if we have content. If we don't have distinct content for Qualifications, we could omit it. However we have "Knowledge, Skills and Abilities" which could be Skills. So we can have Skills section.
Requirements: Education, Work Experience, Licenses (none). We could still include Requirements with education and experience. Licenses: none, we can omit.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule.
We need to output only HTML fragment, no /. Use
for headings. Use
- for lists. Use
for prose. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them. We need to be careful not to include boilerplate like cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement and drug test etc. Those are boilerplate; we should remove them. Also "Applicants will be considered until the position is filled." is boilerplate; remove. Also "Denver Health is an equal opportunity employer (EOE)." remove. Also "We value the unique ideas..." maybe not boilerplate but could be considered mission statement; but it's near EEO. Might be considered part of About Denver Health? Actually it's after the EEO line. Might be considered part of values but we already have values earlier. Might be safe to keep? The instruction: remove EEO/equal-opportunity/scam-warning boilerplate. The line "We value the unique ideas, talents and contributions reflective of the needs of our community." is not exactly EEO but could be considered part of EEO. Safer to remove? It's not explicitly EEO but it's about diversity. Might be considered part of EEO. I'd remove it to be safe. Also "All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made." That's boilerplate; remove. Now we need to include all substantive info: values, department, shift, remote, internet required, job summary, essential functions (with percentages), education, work experience, knowledge, skills and abilities, benefits list, pay, schedule, about Denver Health description. We need to avoid duplication: The work experience line says "1-3 years Two years customer service or healthcare experience Required". We'll capture as "1-3 years of experience; two years of customer service or healthcare experience required." Now format. Let's craft HTML:
About the role
Denver Health is a mission‑driven, integrated academic healthcare system committed to respect, belonging, accountability, and transparency. The Scheduler I, Call Center position is remote (must reside in the Denver Metropolitan Area) and supports the Appointment Center.
Responsibilities
- 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. (20%)
- 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%)
Requirements
- High School Diploma or GED required.
- 1‑3 years of experience; two years of customer service or healthcare experience required.
Skills
- 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 40 wpm.
- Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems.
Benefits
- 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.
- for lists. Use
- items.
- About Denver Health: description.
We need sections: About the role (maybe job summary?), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what content goes where.
- About the role: could be job summary and maybe department, values, mission-driven statement. Could include "We're with you for life’s journey..." but that's boilerplate? Might be considered mission statement. It's substantive? It's generic but maybe keep as part of About the role.
- Responsibilities: essential functions list.
- Requirements: education, work experience, licenses (none), maybe shift requirements? But shift is schedule.
- Qualifications: maybe knowledge, skills and abilities? Actually qualifications often include education and experience. But we have separate sections: Requirements (education/experience/licenses) and Qualifications (maybe certifications? Not present). Skills: knowledge, skills and abilities.
- Benefits: list.
- Pay: salary range.
- Schedule: shift hours, remote, 40 hrs/week, 7am-6pm, cable internet required.
We must not create sections with filler like "not specified". So only include sections where we have content.
We have content for all sections except maybe Qualifications (if we treat knowledge, skills and abilities as Skills). Could combine Qualifications with Requirements? But we need to follow instruction: Use headings for those specific section names if we have content. If we don't have distinct content for Qualifications, we could omit it. However we have "Knowledge, Skills and Abilities" which could be Skills. So we can have Skills section.
Requirements: Education, Work Experience, Licenses (none). We could still include Requirements with education and experience. Licenses: none, we can omit.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule.
We need to output only HTML fragment, no /. Use