Position Summary
The Senior Scheduling Customer Service Representative works in a team approach to increase clinic efficiency and provide exceptional customer service. Works cooperatively with physicians and clinical staff to answer and triage phone calls and schedule patient appointments. Communicates effectively and appropriately with patients, physicians and clinical staff. Must have exceptional communication and listening skills in order to engage with patients. Creates a positive first impression with callers by providing professional, caring and efficient service. Performs duties to ensure productivity expectations and compliance standards are met.

Essential Duties

1. Provides excellent customer service to patients, co-workers, physicians, and clinical staff and NJH affiliates.
2. Keeps the patient apprised of their appointment or of any changes to their appointment. Whether it is for scheduling or insurance changes. Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
3. Schedules patient appointments for both physician and ancillary departments appropriately and accurately.
4. Acts as a problem solver with patients, clinicians and departments to ensure that the highest level of customer service is achieved.
5. Coordinates patient ancillary testing between Utilization Management, NJH affiliates, patients, physicians and clinical staff. Schedules and follows scheduling and UM processes.
6. Communicates with Admissions, Financial Counseling, and Utilization Management, NJH affiliates, physicians and clinical staff when necessary to ensure a successful patient visit.
7. Requires exemplary attention to detail, the ability to handle complex tasks and organization of workload in a timely fashion.
8. Ability to multitask and prioritize daily work in a fast paced contact center environment.
9. Manages physician schedules to ensure that that schedules are full and accurate.

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. 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.
3. 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.
4. 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.
5. 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.
6. Initiative: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
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: 3 years of customer service experience required. 1 year patient scheduling or health care call center experience preferred.
3. Special Training, Certification or Licensure: None

Salary Range: $22.76 - $30.10

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.