Scheduling Customer Service Representative

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.

• 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

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.

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.

• 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.
• Collects 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. 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 appropriate level of expertise with the Registration systems, Scheduling system, Passport and Electronic Medical Record system.

• 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…