Scheduling Customer Service Representative

Key Responsibilities

• Schedules physician and ancillary appointments while ensuring accuracy and continuity of care
• Serves as a primary resource for patients, providing updates and guidance throughout the scheduling process
• Collaborates with clinical teams and support departments to ensure a seamless patient experience
• Delivers exceptional customer service through every patient interaction

Essential Duties

• Provides excellent customer service to patients, co-workers, physicians and clinical staff
• Schedules new patient appointments for both physicians and ancillary departments appropriately and accurately
• Collections and updates all necessary patient demographic, insurance, and clinical information
• Accurately updates computer systems with patient demographic, insurance, and appointment information
• Ensures appropriate clinic has accurate patient information as to the nature, severity and duration of concern
• Communicates with patients to keep them apprised of the status of their appointments
• Maintains knowledge of NJH clinical operations, insurance procedures, and clinical terminology
• Maintains 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: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures.
• Attention to detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and own organization's needs.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Informing and Communicating: Clearly conveying 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.

Core Values

• Be available to work as scheduled and report to work on time.
• Willing to accept supervision and work well with others.
• Well groomed, appropriately for your role and wear ID Badge visibly.
• In compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes 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.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High School Diploma or equivalent required.
• Work Experience: One year customer service experience required. One year patient scheduling or health care call center experience preferred.
• Special Training, Certification or Licensure: Candidates who are bilingual speaking Spanish are highly desired.

Salary Range

$20.69 - $27.36 + $1.00/hour language differential for candidates who are bilingual speaking Spanish.

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.