Scheduling Customer Service Representative

About the Role

National Jewish Health is seeking a compassionate and customer-focused Scheduling Customer Service Representative to help connect patients with the specialized care they need. As the first point of contact for many patients, this role plays a critical part in creating an exceptional patient experience by coordinating appointments, providing guidance, and ensuring a seamless scheduling process. This is an excellent opportunity for candidates who enjoy helping others, thrive in a fast-paced environment, and are interested in building a career in healthcare.

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research, and education. Scheduling Customer Service Representatives play an important role in ensuring patients can access world-class care, supporting a mission-driven organization dedicated to improving lives through innovation, compassion, and service excellence.

Responsibilities

• Schedules appointments for physicians and ancillary services while ensuring accuracy and continuity of care.
• Serves as a primary resource for patients, providing updates and guidance throughout the scheduling process.
• Collects and maintains patient demographic, insurance, and clinical information.
• Collaborates with clinical teams and support departments to coordinate a seamless patient experience.
• Delivers exceptional customer service through every patient interaction.
• Answers incoming calls and makes outbound calls to schedule appointments for physician and ancillary services.
• Communicates with both patients and clinical staff to ensure a successful patient experience.
• Schedules new patient appointments for both physicians and ancillary departments accurately.
• Accurately updates computer systems with patient demographic, insurance, and appointment information.
• Ensures the appropriate clinic has accurate patient information regarding the nature, severity, and duration of concern.
• Communicates with patients to keep them apprised of the status of their appointments.
• Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
• Communicates with Admissions, Financial Counseling, and Utilization Management when necessary to ensure a successful patient visit.
• Communicates with clinicians to ensure that patient appointments are accurately scheduled.
• Maintains knowledge of NJH clinical operations, insurance procedures, and clinical terminology.
• Maintains an appropriate level of expertise with the Registration systems, Scheduling system, Passport, and Electronic Medical Record system.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Adaptability: Maintains effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Attention to Detail: Accomplishes tasks by considering all areas involved, no matter how small; shows concern for all aspects of the job; accurately checks processes and tasks; is watchful over a period of time.
• Setting High Standards: Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence.
• Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and the organization’s needs.
• Decision Making: Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action consistent with available facts, constraints, and probable consequences.
• Informing and Communicating: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Peer Relations: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.

Requirements

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well-groomed, appropriately for your role, and wear an ID badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct, and complete NetLearning by the due date annually.
• Promote a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adhere to safe working practices and at all times follow all institutional and departmental safety policies and procedures. Wear appropriate PPE as outlined by infection control policies and procedures.
• Demonstrate compliance with all state, federal, and other regulatory agency requirements.

Qualifications

Education: High School Diploma or equivalent required.

Work Experience: One year of customer service experience required. One year of patient scheduling or healthcare call center experience preferred.

Special Training, Certification, or Licensure: Candidates who are bilingual speaking Spanish are highly desired.

Pay

Salary Range: $20.69 - $27.36 per hour.

Benefits

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office, and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity, and Legal Plan.
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.