Vail Health has become the world’s most advanced mountain healthcare system. Vail Health consists of an updated 520,000-square-foot, 56-bed hospital. This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. Learn more about Vail Health here.
About the opportunity:
What you will do:
• Assists Manager with performance management and evaluations, hiring, staffing, and scheduling.
• Supports team members, providing coaching, feedback, and developmental opportunities.
• Monitors departmental call volumes and proactively redistributes workloads to ensure timely response and balanced coverage.
• Ensures workflows are executed to support One Touch Resolution, minimizing the need for follow-up and resolving inquiries during the initial interaction whenever possible.
• Reassigns tasks dynamically to match real-time needs and minimize call wait times and service delays.
• Monitors clinical workflows, boxes, and tasks reMonitors and manages clinical task workflows including eRx requests, drop boxes, and patient portal messages to ensure timely support for providers and clinical staff.
• Serves as the first point of contact for escalated calls and issues, using clinical knowledge to facilitate timely and appropriate resolutions.
• Collaborates with the Communications Manager, clinical departments, and operations leadership to align communication workflows with patient care goals.
• Participates in performance improvement initiatives and identify opportunities for enhancing call center operations.
• Reviews and tracks key metrics related to call volume, clinical assignments, task reassignment, and escalation resolution with Communications Manager.
What you will need:
Experience:
• 2 years of experience in healthcare communications, call center, or clinical support environment.
• 2 years leadership or supervisory experience
• Basic knowledge of medical terminology, medical equipment, HIPAA compliance and OSHA rules and regulations.
• Excellent verbal and written communication skills
Education:
- N/A
License(s) and Certification(s):
• Basic Life Support (BLS) certification required.
• One of the following licenses required:
- Certified Medical Assistant (MA), (CCMA)
Certified Nursing Assistant (CNA)
Emergency Medical Technician (EMT)
Licensed Practical Nurse (LPN)
Benefits at Vail Health Include:
- Competitive Wages & Family Benefits:
- Competitive wages
- Parental leave (4 weeks paid)
- Housing programs
- Childcare reimbursement
- Comprehensive Health Benefits:
- Medical
- Dental
- Vision
- Educational Programs:
- Tuition Assistance
- Existing Student Loan Repayment
- Specialty Certification Reimbursement
- Annual Supplemental Educational Funds
- Paid Time Off:
- Up to five weeks in your first year of employment and continues to grow each year.
- Retirement & Supplemental Insurance:
- 403(b) Retirement plan with immediate matching
- Life insurance
- Short and long-term disability
- Recreation Benefits, Wellness & More:
- Up to $1,000 annual wellbeing reimbursement
- Recreation discounts
- Pet insurance
Pay is based upon relevant education and experience per hour.
United States