Coordinator, Concierge Care Team at Denver Health in Denver, CO

Job description

We are recruiting for a mission-driven Coordinator, Concierge Care Team 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 minimal supervision, the Call Center Supervisor oversees the daily operations of a healthcare customer service or patient support call center, ensuring high-quality service, regulatory compliance, and operational efficiency. This role is responsible for supervising call center representatives, monitoring performance metrics, coaching staff, resolving escalated patient or member concerns, and ensuring adherence to healthcare policies, privacy regulations, and organizational standards. Collaborates closely with internal departments and stakeholders to align service delivery, resolve operational issues, improve processes, and support organizational goals. The supervisor works closely with management to achieve service-level goals, improve patient and member satisfaction, support continuous process improvement initiatives and demonstrates proficiency in key call center metrics and telephony systems to ensure adherence to departmental standards. Essential Functions : Ensures peer quality and audio review so that all cases handled meet departmental performance standards following established QA procedures. (5%) Accepts feedback for the purpose of quality improvement, positive team building and training in a courteous and professional manner. (5%) Completes training as assigned or planned. (5%) Has the ability to comprehend and appropriately use medical terminology and can read, understand and interpret information provided and questions asked. (5%) Completes a variety of administrative tasks including case reconciliation, transmission, and management of email inboxes and calendars (5%) Provides leadership and supervision to staff daily and serves as the primary resource for staff on workflow, process and administrative issues. (5%) Demonstrates highly developed communication skills enabling call center management and teamwork. Inspires trust and is approachable. Provides Team support with patience, respect and equality. (5%) Utilizes problem solving skills and knowledge of call center systems to troubleshoot or escalate call center staff issues (5%) Conducts applicable call center staff meetings. (5%) Completes annual performance evaluations for all applicable call center staff. (5%) Ensures the generation of internal and client requested tailored reports within the variety of call center systems as applicable. (5%) Maintains and manages client documents within various data systems (5%) Develops and manages reference documents and any additional internal documents that call center staff utilize. (5%) Acts as a point of client contact to address and escalate current issues, new projects/training, coordinates teleconferences and manages client requirements. (5%) Develops and implements processes to ensure client contractual obligations and service levels are met or exceeded. (5%) Develops and implements work schedules and assignments to ensure appropriate staffing on and off phones to meet anticipated volume, required service levels and training needs. Regularly monitors call queue, distribution, volume and service levels adjusting staffing and assignments to meet changes. As needed, directs telephone coverage during periods of high volume, staff shortages and emergencies. (5%) Responsible for maintaining appropriate staffing resources including recruitment and retention. (5%) Coordinates and plans training and other activities of current and new staff.0 (5%) Manages training documentation of staff and provides feedback and training or retraining when applicable. (5%) Perform front-line responsibilities as needed, including but not limited to handling inbound calls, supporting chats, managi