Representative Lead, Health Plan

We are here for life's journey.
Where is your life journey taking you?

Being the heartbeat of Denver means our heart reflects something bigger than ourselves, something that connects us all:

Humanity in action, Triumph in hardship, Transformation in health.

Department

• Provides daily direction and communication to health plan representatives so that member and provider inquiries are answered in a timely, efficient and knowledgeable manner. (10%)
• Provides continual evaluation of processes and procedures. Responsible for suggesting and assisting in implementing methods to improve department operations, efficiency and service to both internal and external customers. (10%)
• Communicates effectively and provides statistical and performance feedback and education on a regular basis to each team member. (10%)
• Assists the manager with daily operation of the department, to include the development, analyses, implementation of staffing, training, scheduling and quality assurance. (10%)
• Works as a member/leader of special or ongoing projects that are important to department/process improvement. (10%)
• Identifies, researches, and resolves complex problems related to health insurance benefits, eligibility, utilization, authorizations and claims by assisting members and providers in resolving their issues. (10%)
• Communicates and explains health plan benefits, EOBs, RAs and claims data (10%)
• Actively identifies programmatic and technical (system) issues and recommends and implements solutions to those challenges. (5%)
• Receives, processes and verifies health premium payments. (5%)
• Identifies appropriate solutions and involves others in the implementation process. (5%)
• Effectively makes decisions regarding whether member or provider information meets requirements for programs when circumstances require exceptions from, or interpretations of, rules, regulations or policies. (5%)
• Follows escalation procedures, and assists with documenting and tracking member and provider appeals and grievances. (5%)
• Collaborates directly with both internal and external partners such as State entities, other departments and community (5%)

• High School Diploma or GED Required and
• Associate's Degree preferred

• 4-6 years Minimum of 4 years DHMP Health Plan Services Required and
• 4-6 years Minimum of 4 years Health Plan or customer service experience Required

• Knowledge of health care administration, including managed care, Medicaid, Medicare, Exchange and CHP+ eligibility and enrollment policies and processes.
• Knowledge of federal and Colorado statutes, legislative initiatives and regulations, as well as federal, state and local policies.
• Ability to communicate effectively.
• Ability to disseminate program information, policies, rules and/or regulations.
• Ability to simultaneously coordinate and manage several functions, programs, and projects in various stages of completion.
• Ability to consistently implement program, department and organizational policies and procedures.
• Ability to work in teams to get projects done, and to work with those at all levels of the organization.
• Skills in collecting, analyzing, and summarizing data and trends.
• Skills in managing systems and identifying process improvements.
• Skills in identifying and resolving complex problems, preparing and completing action plans.
• Skills in providing excellent customer service.
• Skilled in analytical thinking, problem solving, and process improvement.
• Must maintain => 95% average monthly QA score for the 12 months prior to HPS Lead consideration
• Must maintain => 9 average calls per hour per month for the 12 months prior to HPS Lead consideration

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.