Colorado Anschutz
Bilingual Operations Coordinator
The University of Colorado, College of Nursing, is seeking a Bilingual Operations Coordinator for a full-time (1.0 FTE), benefits-eligible position within its federally qualified community health center, Sheridan Health Services (SHS), in Denver, CO. This position will be responsible for customer service, practice access efficiencies, scheduling optimization, front desk management, community outreach, and financial enrollments for patients. Sheridan Health Services is a multi-site, nurse-managed federally qualified community health center, funded through the Health Resources and Services Administration Bureau of Primary Healthcare, and is a collaborative effort between the College of Nursing and the Sheridan School District. There are two convenient locations to serve community health needs, primarily for residents of Arapahoe, Denver, and Jefferson counties. A Youth Health Clinic is located in the Sheridan School District Administration building. The Family Health Clinic is located in southwest Denver on the Fort Logan campus and provides services to adults and children, 65% of whom identify as Latinx, and 42% of whom are best served in another language, with Spanish being the predominant second language. Services offered include primary care across the lifespan; prenatal and postpartum, gynecology, dentistry, pharmacy, behavioral health, and outpatient substance use treatment. Sheridan Health Services is a Patient-Centered Medical Home, and as such, we uphold a model of care that places the patient at the center, incorporating the values and beliefs of the patient in all decision-making. We extend the reach of the clinic through public health outreach, where nursing students provide community outreach, health education, and home visitation services. Work is performed under the direct supervision of the Operations and Revenue Cycle Manager. This position provides direct supervision of the Front Desk Staff, Call Center Staff, and Outreach & Enrollment Staff. Examples of Work Performed: Supervises, assists, supports, and directs the front office as necessary to fulfill all tasks and responsibilities in a timely and professional manner. Oversees Call Center operations with direct supervision of Call Center staff. Supervises, trains, and mentors direct reports by developing performance plans, conducting performance reviews, and completing performance evaluations, and resolves patient/staff complaints/grievances. Develops the front desk and call center staffing schedule, including provision of coverage for absent staff, as needed. Manages the phone system to ensure calls are answered and voicemails are retrieved and responded to within established timeframes. Distributes and reconciles daily change banks and end-of-day collections from front desk staff. Uses Culturally Linguistically Appropriate Standards (CLAS) to develop materials and messaging for patients. Responsible for maximizing point-of-service collections. Tracks percentage co-pays and deductibles collected at the time of service. Standardizes scripts and workflows for the front desk. Ensures accuracy of patient demographic data. Productivity, Access, and Schedule Optimization (20%): Builds, analyzes and adapts provider scheduling templates to optimize patient productivity across service lines using key performance indicators (KPIs), such as no-show rates, same day visits, calls to appointment conversion. Monitors patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, and cash posting. Tracks, manages, and prepares reports for operational metrics to include patient satisfaction, scheduling access, utilization, PCMH, and UDS measures. Communicates metrics to leadership and develops optimization solutions. Accountable for daily insurance verification accuracy and prior authorization completions for patient visits. Oversight of Outreach & Enrollment (20%): Assess target markets; develops, implements, and monitors community outreach plan to reach out to populations we serve. Maintains outreach calendar and tracks ROI. Oversees Outreach personnel, identifying and supporting community outreach activities. Oversee collection, management, stewardship, and maintenance of department-related data, especially those required to demonstrate achievement of project metrics and grant reporting. Assure that all required reporting is completed accurately and in a timely manner according to established deadlines. Responsible for day-to-day operations of O/E and regulatory compliance oversight. Collaborates with marketing to develop outreach and promotional materials. Administration of Patient Services (20%): Manages customer service relations; role models positive customer service and ensures front office staff excel at interpersonal communication. Works with the Clinical Operations Manager to ensure clinic readiness for regulatory visits. Administers ongoing patient satisfaction surveys and conducts quality improvement to enhance customer experience. Leads customer service experience. Responsible for monitoring, evaluating, and improving the quality of customer interactions. Processes patient balance inquiries. Processes and responds to patient grievances; coordinates response with Operations Manager, Quality Director, and other key team members as appropriate based on the grievance. Manages medical records and ensures administrative compliance with laws, rules, regulations, standards, state licensing/credentialing, etc. Performs other duties as assigned within the general scope and ability appropriate to the position. Onsite
this role is expected to work onsite and is located in Denver, CO. Why work for the University? We have AMAZING benefits and offer exceptional amounts of holiday, vacation, and sick leave! The University of Colorado offers an excellent benefits package, including: Medical: Multiple plan options Dental: Multiple plan options Additional Insurance: Disability, Life, Vision Retirement 401(a) Plan: Employer contributes 10% of your gross pay Paid Time Off: Accruals over the year Vacation Days: 22/year (maximum accrual 352 hours) Sick Days: 15/year (unlimited maximum accrual) Holiday Days: 10/year Tuition Benefit: Employees have access to this benefit on all CU campuses ECO Pass: Reduced rate RTD Bus and light rail service To see what benefits are available, please visit: https://nursing.cuanschutz.edu/about/careers/benefits Minimum Qualifications: Three (3) years of experience in office administration in a healthcare setting. One (1) year of experience as a work lead and/or supervisor. Substitution: College or university course work, appropriate to the work assignment, may substitute on a year-for-year basis for the general experience, but not for the one year of experience as a work lead and/or supervisor. Applicants must meet minimum qualifications at the time of hire. Conditions of Employment: Must be willing and able to work in a typical patient care environment with potential for exposure to biological hazards and infectious diseases. Must be willing and able to pass a sex offender background check. Must be willing and able to utilize bilingual skills (Spanish/English) at a conversational level in a clinical setting. Preferred Qualifications: Two (2) years of experience using an electronic health record system. Experience with data analysis and reporting tools. Certificate in advanced training for MS Office applications and/or Adobe Acrobat. Experience with payment collection and/or billing in a clinical environment. Experience with outreach and enrollment practices and activities in a community setting. Knowledge, Skills, and Abilities: Ability to communicate effectively, both in writing and orally. Ability to establish and maintain effective working relationships with all employees throughout the workplace. Outstanding customer service skills. High level of attention to detail and accuracy. Competency with basic Microsoft Office programs. Ability to work flexible schedules with multiple service lines (adult medical, pediatrics, behavioral health, and dentistry). Ensure patient privacy and confidentiality within regulatory guidelines, including but not limited to HIPAA and
The University of Colorado, College of Nursing, is seeking a Bilingual Operations Coordinator for a full-time (1.0 FTE), benefits-eligible position within its federally qualified community health center, Sheridan Health Services (SHS), in Denver, CO. This position will be responsible for customer service, practice access efficiencies, scheduling optimization, front desk management, community outreach, and financial enrollments for patients. Sheridan Health Services is a multi-site, nurse-managed federally qualified community health center, funded through the Health Resources and Services Administration Bureau of Primary Healthcare, and is a collaborative effort between the College of Nursing and the Sheridan School District. There are two convenient locations to serve community health needs, primarily for residents of Arapahoe, Denver, and Jefferson counties. A Youth Health Clinic is located in the Sheridan School District Administration building. The Family Health Clinic is located in southwest Denver on the Fort Logan campus and provides services to adults and children, 65% of whom identify as Latinx, and 42% of whom are best served in another language, with Spanish being the predominant second language. Services offered include primary care across the lifespan; prenatal and postpartum, gynecology, dentistry, pharmacy, behavioral health, and outpatient substance use treatment. Sheridan Health Services is a Patient-Centered Medical Home, and as such, we uphold a model of care that places the patient at the center, incorporating the values and beliefs of the patient in all decision-making. We extend the reach of the clinic through public health outreach, where nursing students provide community outreach, health education, and home visitation services. Work is performed under the direct supervision of the Operations and Revenue Cycle Manager. This position provides direct supervision of the Front Desk Staff, Call Center Staff, and Outreach & Enrollment Staff. Examples of Work Performed: Supervises, assists, supports, and directs the front office as necessary to fulfill all tasks and responsibilities in a timely and professional manner. Oversees Call Center operations with direct supervision of Call Center staff. Supervises, trains, and mentors direct reports by developing performance plans, conducting performance reviews, and completing performance evaluations, and resolves patient/staff complaints/grievances. Develops the front desk and call center staffing schedule, including provision of coverage for absent staff, as needed. Manages the phone system to ensure calls are answered and voicemails are retrieved and responded to within established timeframes. Distributes and reconciles daily change banks and end-of-day collections from front desk staff. Uses Culturally Linguistically Appropriate Standards (CLAS) to develop materials and messaging for patients. Responsible for maximizing point-of-service collections. Tracks percentage co-pays and deductibles collected at the time of service. Standardizes scripts and workflows for the front desk. Ensures accuracy of patient demographic data. Productivity, Access, and Schedule Optimization (20%): Builds, analyzes and adapts provider scheduling templates to optimize patient productivity across service lines using key performance indicators (KPIs), such as no-show rates, same day visits, calls to appointment conversion. Monitors patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, and cash posting. Tracks, manages, and prepares reports for operational metrics to include patient satisfaction, scheduling access, utilization, PCMH, and UDS measures. Communicates metrics to leadership and develops optimization solutions. Accountable for daily insurance verification accuracy and prior authorization completions for patient visits. Oversight of Outreach & Enrollment (20%): Assess target markets; develops, implements, and monitors community outreach plan to reach out to populations we serve. Maintains outreach calendar and tracks ROI. Oversees Outreach personnel, identifying and supporting community outreach activities. Oversee collection, management, stewardship, and maintenance of department-related data, especially those required to demonstrate achievement of project metrics and grant reporting. Assure that all required reporting is completed accurately and in a timely manner according to established deadlines. Responsible for day-to-day operations of O/E and regulatory compliance oversight. Collaborates with marketing to develop outreach and promotional materials. Administration of Patient Services (20%): Manages customer service relations; role models positive customer service and ensures front office staff excel at interpersonal communication. Works with the Clinical Operations Manager to ensure clinic readiness for regulatory visits. Administers ongoing patient satisfaction surveys and conducts quality improvement to enhance customer experience. Leads customer service experience. Responsible for monitoring, evaluating, and improving the quality of customer interactions. Processes patient balance inquiries. Processes and responds to patient grievances; coordinates response with Operations Manager, Quality Director, and other key team members as appropriate based on the grievance. Manages medical records and ensures administrative compliance with laws, rules, regulations, standards, state licensing/credentialing, etc. Performs other duties as assigned within the general scope and ability appropriate to the position. Onsite
this role is expected to work onsite and is located in Denver, CO. Why work for the University? We have AMAZING benefits and offer exceptional amounts of holiday, vacation, and sick leave! The University of Colorado offers an excellent benefits package, including: Medical: Multiple plan options Dental: Multiple plan options Additional Insurance: Disability, Life, Vision Retirement 401(a) Plan: Employer contributes 10% of your gross pay Paid Time Off: Accruals over the year Vacation Days: 22/year (maximum accrual 352 hours) Sick Days: 15/year (unlimited maximum accrual) Holiday Days: 10/year Tuition Benefit: Employees have access to this benefit on all CU campuses ECO Pass: Reduced rate RTD Bus and light rail service To see what benefits are available, please visit: https://nursing.cuanschutz.edu/about/careers/benefits Minimum Qualifications: Three (3) years of experience in office administration in a healthcare setting. One (1) year of experience as a work lead and/or supervisor. Substitution: College or university course work, appropriate to the work assignment, may substitute on a year-for-year basis for the general experience, but not for the one year of experience as a work lead and/or supervisor. Applicants must meet minimum qualifications at the time of hire. Conditions of Employment: Must be willing and able to work in a typical patient care environment with potential for exposure to biological hazards and infectious diseases. Must be willing and able to pass a sex offender background check. Must be willing and able to utilize bilingual skills (Spanish/English) at a conversational level in a clinical setting. Preferred Qualifications: Two (2) years of experience using an electronic health record system. Experience with data analysis and reporting tools. Certificate in advanced training for MS Office applications and/or Adobe Acrobat. Experience with payment collection and/or billing in a clinical environment. Experience with outreach and enrollment practices and activities in a community setting. Knowledge, Skills, and Abilities: Ability to communicate effectively, both in writing and orally. Ability to establish and maintain effective working relationships with all employees throughout the workplace. Outstanding customer service skills. High level of attention to detail and accuracy. Competency with basic Microsoft Office programs. Ability to work flexible schedules with multiple service lines (adult medical, pediatrics, behavioral health, and dentistry). Ensure patient privacy and confidentiality within regulatory guidelines, including but not limited to HIPAA and