Bilingual Operations Coordinator

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.

Key Responsibilities:

• Front Desk & Call Center Management (40%): 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.

Site with Opening: Sheridan Health Services Denver, CO

Hiring Organization: University of Colorado