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Telecommunications Specialist

2 months ago

Denver, Colorado, United States Denver Health Full time

Position Overview

Under general supervision, the role involves managing high-volume call answering and routing for both internal and external stakeholders by utilizing a sophisticated computer-based directory system. This position requires frequent overhead and digital paging, as well as initiating alerts for emergency response teams through various paging systems. The operator is responsible for notifying key personnel during disaster communication scenarios and executing emergency procedure call downs. Additionally, the operator monitors emergency elevator operations, fire alarm systems, and related equipment while maintaining a courteous and professional demeanor. Critical decision-making skills are essential, as the operator must respond to life-safety situations based on caller information and execute emergency protocols in a fast-paced, 24/7 environment. The ability to remain vigilant during extended shifts and manage stress effectively is crucial.

Key Responsibilities :

Responds to all incoming calls in a respectful and helpful manner, utilizing interpretation services to enhance communication; conducts information searches using various data sources to ensure prompt and accurate resolution of inquiries. (20%) Identifies customer needs by engaging with callers; provides clarity on inquiries, researches and supplies necessary information, and takes appropriate action to resolve requests or transfer calls as needed. (15%) Addresses customer issues by identifying problems; investigates potential solutions and implements effective resolutions while escalating unresolved matters. (15%) Informs customers about additional services, recognizing opportunities to improve their experience and guide them to relevant resources. (15%) Demonstrates proficiency in collecting, verifying, and updating demographic, financial, and insurance information for both new and existing patients using various healthcare applications. (15%)

Educational Requirements :

High School Diploma or GED is mandatory.

Experience Requirements :

1-3 years of experience in customer service or healthcare settings is required.

Skills and Competencies :

Familiarity with a range of healthcare concepts, practices, and procedures. Strong customer service orientation, excellent interpersonal skills, and effective verbal and written communication abilities. Knowledge of scheduling, cancellation, and attendance procedures. Understanding of the commercial insurance referral and authorization process is preferred. Basic mathematical skills are necessary. Typing speed of 40 words per minute is required. Proficient in PC applications (NT, Windows), healthcare software, and telecommunication systems.

Work Schedule

Regular

Compensation

$29.53 per hour

Benefits Overview

Comprehensive benefits package including up to 27 paid days off annually, immediate employer contributions to retirement plans up to 9.5%, and extensive medical coverage. Complimentary public transportation pass. Access to on-site fitness facilities and wellness programs. Discounts on childcare and exclusive offers on various brands and services. Tuition reimbursement and educational assistance. Opportunities for professional development and career advancement. Eligibility for Public Service Loan Forgiveness and support for navigating the program. Participation in National Health Service Corps and Colorado Health Service Corps programs.

Organizational Values

Respect Belonging Accountability Transparency

Note

All candidates for safety-sensitive roles must successfully complete a pre-employment drug screening following a conditional job offer.

About Denver Health

Denver Health is a comprehensive, high-quality academic healthcare system recognized nationally, featuring a Level I Trauma Center and a 555-bed acute care facility. As Colorado's primary safety-net institution, Denver Health is dedicated to providing essential care to the community, focusing on local hiring and procurement to address community needs.

Denver Health values diversity and is an equal opportunity employer.

For more information about our commitment to diversity, please visit our website.

Applications will be accepted until the position is filled.