Call Center Representative

• Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options
• Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions
• Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed
• Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution
• Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions
• Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization

Contact Center Agent

• Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels
• Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings
• Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution
• Provide technical, procedural, and operational support while adhering to established policies and service standards
• Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics
• Ability to work 9:30am-6pm PST is required for this role

Contact Center Representative I

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions Intelligent routing Workforce engagement management Analytics and reporting Omnichannel customer engagement.
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations Consultant

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions
• Intelligent routing
• Workforce engagement management
• Analytics and reporting
• Omnichannel customer engagement
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations & Optimization Consultant

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement.
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations – Optimization Consultant

• Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.
• Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

Contact Center Planning Analyst – Dialer Execution Administrator

• Under close supervision, serves customers by answering incoming calls utilizing Denver Health and Departmental policies/processes to resolve customer requests and directing calls to the appropriate area when necessary.
• Responsible for effectively screening/identifying customer requirements and taking appropriate action based on this information.
• Provides assistance to Denver Health staff by collecting demographic, medical complaint and key information required to facilitate appropriate patient care and call resolution. Completes computerized patient scheduling, collection of comprehensive demographic and insurance information required to facilitate timely and accurate billing of services, obtainment of pre certification authorization and benefit information necessary for payment
• Answers all calls in a courteous, respectful and helpful manner utilizing interpretation services to facilitate customer communications; performs information lookups using all sources of data to provide rapid, accurate call resolution.
• Fulfills internal and external customer requests by clarifying desired information, utilizing Denver Health resources to complete transactions, forwarding requests when appropriate.
• Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability according to preset approved scheduling guidelines.
• Maintains continuity of work operations by documenting and communicating actions, completes activity reports and communications upon request for various Departmental functions and initiatives; keeps equipment operational by following established procedures and reporting malfunctions.
• Determines requirements by working with customers; answers inquiries by clarifying desired information, researching, locating and providing information; taking action based on this information either to resolve the customer’s request or transfer appropriately.
• Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources.
• Proficient in gathering, verifying and updating demographic, financial, guarantor, insurance and patient information for new and existing patients within the practice management/electronic health record and various Denver Health computer applications.

Scheduler I, Call Center

• Provide confident and professional service to OSH patients
• Follow current Prescription Refill policy
• Remain engaged with patients without background distraction
• Clear and precise documentation while on a call
• Complete documentation for all patient requests prior to ending a call
• Check the CareReq queue and ensure CareReqs are complete
• Complete all tasks or requests that are within the scope and ability of the role
• Schedule appointments for patients that may be off-cadence or are requesting an appointment
• Arrange transportation for clinic visits
• Aware of organizational goals and visibly strives to meet departmental metrics
• Other duties as assigned

Clinical Call Center Triage Nurse

• Oversee daily operations ensuring the center meets and exceeds performance metrics (service levels, quality, customer satisfaction, efficiency, etc.).
• Drive continuous improvement initiatives in process, technology, and workflow to optimize productivity and customer experience.
• Develop and implement business plans, budgets, and resource allocation strategies.
• Foster an inclusive, engaging, and high-performance culture aligned with organizational values.
• Champion employee engagement and recognition programs, ensuring a positive work environment.
• Create a positive relationship with union leadership that enables the business to meet customer needs while creating a positive environment for our employees.
• Ensure compliance with collective bargaining agreements and labor laws.
• Collaborate with Labor Relations and Human Resources to address grievances, negotiations, and workplace issues.
• Lead, coach, and develop a team of managers, supervisors, and support staff to achieve operational excellence.
• Implement succession planning, talent development, and performance management strategies.
• Drive accountability through clear communication of expectations and regular feedback.
• Own all aspects of the customer journey within the contact center.
• Analyze customer feedback and implement initiatives to improve satisfaction and loyalty.
• Ensure all regulatory and company compliance requirements are met (privacy, security, labor laws, etc.).
• Identify, assess, and mitigate risks related to operations, people, and technology.
• Build strong relationships with internal and external stakeholders, including executive leadership, peer departments, vendors, and the union.
• Represent the call center in cross-functional projects and organizational initiatives.

Director – Call Center General Manager

• Answer calls of a specific or general nature; directing members to appropriate departments as needed
• Perform basic teller functions, including processing deposits, withdrawals, and loan payments
• Perform account maintenance activities, including closing accounts
• Open new membership and subsidiary accounts
• Cross-sell products and services
• Answer questions and resolve problems on products and operational procedures
• Act as backup for other positions as needed

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