Supervisor, Enrollment Services

We are recruiting for a motivated Supervisor Enrollment Services to join our team!

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Department

Enrollment Services

Job Summary

Under general supervision performs supervisory duties over Enrollment Specialists and/or Enrollment Clerks. Performs all duties as required to manage workflow at the Enrollment site and works with others in and out of the department to best serve Denver Health patients. As part of Enrollment Services Leadership team helps to interview and select new employees and collaborates in creating new policies and procedures for the department and interpreting established policies and procedures. The Enrollment Supervisor will assist Enrollment Manager with oversight of the performance of enrollment-related activities and staff for enrollment site such as (but not limited to) patient flow customer service scheduling quality assurance productivity and ensuring compliance with State and Federal requirements. Monitors inbound and outbound calls to ensure goals are met for client wait times abandonment rates and customer service.

Essential Functions:

• Monitors process flows at the designated enrollment site utilizing various reports and tools that have been developed for the particular purpose and develops and implements process improvements when required. Assists Enrollment Manager with tracking employees performance and meeting monthly with employees to review their performance specifically with respect to productivity and quality of work but also about other issues that may arise which impact the employees work. Continuously monitors and adjusts staff assignments such as but not limited to call center phone queues to meet State expectations for wait times and abandonment rate. Handles difficult client situations. Assists staff with questions and technical support. (35%)
• Schedules and conducts staff interviews addresses complaints/recognition about level of customer service provided. Researches and resolves difficult cases as needed for the State. Assists with reporting as needed reviews and interprets data related to productivity. Completes reference checks for internal Denver Health employee candidates. Consistently recognizes positive behavior and contributions to the organization using praise appreciation and rewards. Conducts weekly team huddles. Collaborates with Denver Health and State IT departments regarding call routing concerns and flows. (35%)
• Monitors staff attendance and the use of break/lunch times to assure proper phone coverage. Monitors call center performance live daily weekly and monthly. Orients all newly hired employees and completes the Departmental Orientation Checklist. Promotes positive morale among peers and staff; initiates formal/informal activities with employees to develop cohesion and collegiality. Conducts all performance evaluations on time working with each employee to set specific behavior goals. Clearly communicates department job expectations with staff upon hire and holds staff accountable for fulfillment of department job expectations. (30%)

Education:

• Associates Degree Required or
• 60 college credits Required

Work Experience:

• 1-3 years Two years of relevant health care experience Required and
• 1-3 years One year or more of supervisor experience preferred

Licenses:

Knowledge Skills and Abilities:

• Knowledge of medical assistance programs and the State CBMS system.
• Knowledge of call center operations.
• Skilled in using various call center systems (ex. Five9 Salesforce Cisco).
• Skilled in analytical thinking problem solving and process improvement.
• Skilled in mentoring employees towards achieving success.
• Skilled in managing staff in providing excellent customer service.
• Ability to simultaneously coordinate and supervise several functions programs and projects in various stages of completion.
• Ability to consistently implement program department and organizational policies and procedures and to fairly handle difficult client and employee situations.
• Ability to work in teams to get projects done and to work with those at all levels of the organization.
• Microsoft Office products such as Word Excel PowerPoint and Outlook.
• Software and systems such as Salesforce Five9 Epic and CBMS.
• Ability to learn new computer applications.

Shift

Work Type

Regular

Salary

$53600.00 - $80400.00 / yr

Benefits

• Outstanding benefits including up to 27 paid days off per year immediate retirement plan employer contribution up to 9.5% and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands travel and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test once a conditional offer of employment has been made.

Denver Health is an integrated high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center a 555-bed acute care medical center Denvers 911 emergency medical response system 10 family health centers 19 school-based health centers Rocky Mountain Poison & Drug Safety a Public Health Institute an HMO and The Denver Health Foundation.

As Colorados primary and essential safety-net institution Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community focusing on hiring and purchasing locally as applicable serving as a pillar for community needs and caring for more than 185000 individuals and 67000 children a year.

Located near downtown Denver Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.