Bilingual Operations Coordinator

Job Summary:

Nature of Work:

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.

Clinic Description:

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.

For more information, visit our website: https://nursing.cuanschutz.edu/patient-care/sheridan-health-services

Supervision Received:

Work is performed under the direct supervision of the Operations and Revenue Cycle Manager.

Supervision Exercised:

This position provides direct supervision of the Front Desk Staff, Call Center Staff, and Outreach & Enrollment Staff.

Examples of Work Performed:

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.

Work Location:

Onsite - this role is expected to work onsite and is located in Denver, CO.

Why Join Us:

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

Qualifications:

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 42 CFR Part 2.
• Exemplary organizational skills and ability to prioritize effectively.
• Excellent critical thinking and problem-solving skills, and the ability to consider the forces that are influencing today's health delivery systems when making decisions.
• Role model the professional, ethical, and legal standards of health care administration.
• In-depth knowledge of medical terminology and coding systems.
• Effective leadership abilities with experience in supervising and training employees.

How to Apply:

For full consideration, please submit the following document(s):

1. A letter of interest describing relevant job experiences as they relate to listed job qualifications and interest in the position

2. Curriculum vitae / Resume

3. Three to five professional references, including name, address, phone number (mobile number if appropriate), and email address

Questions should be directed to: College of Nursing Human Resources at CON.HR@ucdenver.edu

Screening of Applications Begins:

Applications will be accepted until finalists are identified, but preference will be given to complete applications received within 05/07/2025. Those who do not apply by this date may or may not be considered.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as $56,059 to $61,665.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. This position may be eligible for overtime compensation, depending on the level.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans, and retirement contributions that add to your bottom line.

Total Compensation Calculator: http://www.cu.edu/node/153125

Equal Employment Opportunity Statement:

The University of Colorado (CU) is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing non-discrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply.

ADA Statement:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@cuanschutz.edu.

Background Check Statement:

The University of Colorado Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine-preventable diseases. If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety-sensitive job duties, you must enroll in the occupational health medical surveillance program.