Scheduling Customer Service Representative

Scheduling Customer Service Representative

National Jewish Health is seeking a compassionate and customer-focused Scheduling Customer Service Representative to join our Patient Access team. As the first point of contact for many patients, this role plays a vital part in creating an exceptional patient experience from the very first interaction. The ideal candidate enjoys helping others, thrives in a fast-paced environment and takes pride in delivering outstanding service while coordinating care for both adult and pediatric patients. Bilingual Spanish-speaking candidates are highlydesired.

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
• Collects and maintains patient demographic, insurance and clinical information
• Collaborates with clinical teams and support departments to ensure a seamless patient experience
• Delivers exceptional customer service through every patient interaction

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. This role offers the opportunity to make an immediate impact by helping patients access the specialized care they need while working alongside a supportive, mission-driven team dedicated to improving lives every day.

Position Summary

The Scheduling Customer Service Representative is responsible for answering incoming calls and making outbound calls to schedule appointments for physician and ancillary services. Maintains communication with both patients and clinical staff to ensure a successful patient experience.

Essential Duties

1. Provides excellent customer service to patients, co-workers, physicians and clinical staff.
2. Schedules new patient appointments for both physicians and ancillary departments appropriately and accurately.
3. Collects and updates all necessary patient demographic, insurance, and clinical information.
4. Accurately updates computer systems with patient demographic, insurance, and appointment information.
5. Ensures appropriate clinic has accurate patient information as to the nature, severity and duration of concern.
6. 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.
7. Communicates with Admissions, Financial Counseling and Utilization Management when necessary to ensure a successful patient visit.
8. Communicates with clinicians to ensure that patient appointments are accurately scheduled.
9. 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

1. 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.
2. Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.

Supervisory or Managerial Responsibility

None

Travel

None

Core Values

1. Be available to work as scheduled and report to work on time.
2. Be willing to accept supervision and work well with others.
3. Be well groomed, appropriately for your role and wear ID Badge visibly.
4. Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
5. 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.
6. Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
7. Wears appropriate PPE as outlined by the infection control policies and procedures.
8. Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

1. Education: High School Diploma or equivalent required.
2. Work Experience: One year customer service experience required. One year patient scheduling or health care call center experience preferred.
3. 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

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• 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.