Training/Quality Assurance Manager

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Department

Job Summary

Under minimal supervision, the Manager of Enrollment has management responsibilities (e.g. hiring, coaching, performance improvement, professional development, team building, disciplinary action) for Enrollment Specialists, Enrollment Clerks, Analysts, Leads, Supervisors, and Trainers. Ensures enrollment site operates smoothly and efficiently from the prescreening process through to the client eligibility determination. Works and collaborates directly with both internal and external customers such as other departments as well as State entities and community organizations. The Manager watches over 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. This position requires a strong emphasis in and the implementation of LEAN fundamentals, employee engagement practices, and the application of DH strategic objectives into the daily operations. Strong customer service, conflict resolution, and communication skills are necessary for the prevention and resolution of client disputes. Coordinates with other managers for the training and scheduling of new employees as well as continued training for existing employees. Monitors inbound and outbound calls as well as in-person client screening to ensure goals are met for client wait times, abandonment rates, eligibility accuracy, productivity, and customer service. Ensures optimal staffing levels are utilized to achieve proper coverage for all enrollment sites.

Essential Functions:

• Sets clear direction for staff by developing job specific customer service expectations and behaviors for each position supervised; clearly communicates these goals to each employee and establishes the desired outcomes as part of the job requirements and performance appraisal components; delegates responsibility/authority whenever possible and addresses issues as they arise. Documents causes for disciplinary action in accordance with the Accountability Based Performance policy. Responds to formal and informal employee grievances through written responses. (25%)
• Creates, monitors, and validates productivity and quality metrics. (10%)
• Researches and resolves escalated cases within the State CBMS system. Runs various daily, weekly, monthly, quarterly, and yearly reports within the State CBMS system to ensure timely and accurate processing of medical assistance programs. (10%)
• Monitors process flows at enrollment sites, utilizes various reports and tools that have been developed for these purposes, and develops and implements process improvements to accomplish established goals. Develops and writes eligibility processes and policies. (10%)
• Handles difficult client situations, including issues with appointment scheduling, questions about documentation required with applications, concerns about program eligibility, and complaints about level of customer service provided. (5%)
• Monitors new federal and State legislation that impacts medical assistance programs. Ensures that eligibility screening and enrollment services are compliant with federal, State, HIPAA, and other regulations. Works and collaborates directly with various community organizations, providers, County, State, and Federal agencies to ensure compliance with contractual requirements and to improve processes and the optimization of systems. (5%)
• Summarizes various data into reports for internal and external customers. (5%)
• Completes annual performance reviews and meets with employees to review results. Prepares Performance Improvement Plans for employees who do not pass their review, monitors their progress regularly, and re-evaluates employee at the end of the PIP period. (5%)
• Responsible for the interviewing, hiring, and coaching/mentoring of employees. (5%)
• Maintains effective communication within the Enrollment Services department and with all staffing levels of the organization. (5%)
• Promotes positive interpersonal (customer) relationships with fellow employees, customers and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications. (5%)
• Ensures confidentiality of customer information by creating and maintaining a secure and trusting environment by not sharing information learned on the job, except when necessary in the performance of the job responsibilities or to improve a customer's care. (5%)
• Adheres to, complies with, and demonstrates support for the mission and values of Denver Health. Supports and adheres to Denver Health's strategic objectives. (5%)

Education:

• Bachelor's Degree degree required
• High School Diploma or GED additional 4 years relevant experience will be accepted in lieu of Bachelor's degree Required

Work Experience:

• Two years of relevant public assistance experience (6 years in lieu of Bachelor's degree) Required and
• Two years or more of management experience required Required

Licenses:

• MAGI Certification - Colorado Department of Human Services, Staff Development Division Required
• Non-MAGI Certification - Colorado Department of Human Services, Staff Development Division Required

Knowledge, Skills and Abilities:

• Extensive knowledge of health care administration, including eligibility for programs such as Medicaid, Medicare, CHP+, CICP, DFAP, and Connect for Health Colorado; also the understanding of the enrollment processes in a hospital setting.
• Knowledge of federal and Colorado statutes, legislative initiatives and regulations, as well as Federal, State, and local policies.
• Knowledge of call center operations.
• Skilled in using various systems such as CBMS, Five9, Salesforce, and Cisco.
• Skilled in analytical thinking, problem solving, and process improvement.
• Skilled in mentoring/coaching employees towards achieving success and providing excellent customer service.
• Ability to simultaneously coordinate and manage several functions, programs, and projects in various stages of completion.
• Ability to effectively lead, motivate and communicate.
• Ability to consistently implement program, department, and organizational policies and procedures.
• Ability to effectively handle difficult client and employee situations.
• Ability to work with multidisciplinary teams to get projects completed and to work with staff at all levels of the organization.
• Ability to collaborate with various community agencies, external stakeholders, and providers.
• 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

Salary

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, Denver's 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 Colorado's 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 185,000 individuals and 67,000 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.