Role Description We’re seeking a highly skilled Trainer who thrives both independently and in collaborative environments. The ideal candidate is a proactive self-starter, motivated by a passion for empowering teams and driving collective success. As part of the Learning, Development and Innovation team, our vision is to be the benchmark for transformative learning experiences. Our mission is to unify and empower customer experience account teams by providing innovative, consistent and impactful learning solutions that enhance skills and knowledge, fostering exceptional customer experiences for those they serve. Join us in helping Gainwell serve Medicaid members and providers by creating and delivering industry leading learning initiatives. - Deliver engaging and interactive training sessions to new and existing call center agents. - Facilitate virtual training programs to enhance employee skills and performance. - Adapt training delivery to various learning styles and needs. - Collaborate with training team and SMEs to ensure training materials are effective and user-friendly. - Provide post-training support and resources to learners and call center leadership. - Assess training outcomes through surveys, feedback, and performance metrics. Qualifications - Five (5) or more years of experience as a corporate trainer or facilitator. - Passion for training and desire to facilitate in a virtual classroom environment. - Strong presentation and interpersonal skills. - Experience with adult learning principles and learner engagement techniques. - Demonstrable curriculum development skills. Requirements - This is a full-time permanent regular salaried (W-2) employee position. - Monday through Friday work schedule (40 hours per week). - Health (medical, dental, vision) benefits start on day 1 of employment. - Company match 401K and other benefits available within months of starting. - New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. - Company provided computer for work use. - For all hybrid and remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload. - Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. - The use of AI during interviews is prohibited. - This position will accept applications until June 1, 2026. Benefits - The pay range for this position is $60,000 - $80,000 per year. - Base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience. - Generous, flexible vacation policy. - 401(k) employer match. - Comprehensive health benefits. - Educational assistance. - Variety of leadership and technical development academies to help build your skills and capabilities.

Role Description We are recruiting for a mission-driven Call Agent - Health Information Aide (Remote, must live in Denver Metro Area) to join our team! This is a remote position but must reside in the Denver Metropolitan area. The position is part time, evenings, 20 hours per week with 4 five-hour shifts. The exact shifts are: - Friday, Saturday, Sunday, Monday 4pm-9pm You will be supporting the Denver Health Nurse Advice Line. 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. Essential Functions: - 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. (20%) - 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. (20%) - 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. (20%) - 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. (15%) - Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. (15%) - Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources. (15%) - 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. (15%) Qualifications - High School Diploma or GED Required - 1-3 years of customer service or healthcare experience Required Requirements - Familiar with a variety of healthcare concepts, practices, and procedures. - Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills. - Knowledge of standardized scheduling, canceling, rescheduling, attendance procedures. - Knowledge of Commercial Insurance referral and authorization process is preferred. - Ability to perform basic math. - Able to type 40wpm. - Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems. Benefits - Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays - 100% paid parental leave up to 6 weeks - Immediate eligibility for retirement plans with employer contribution up to 9.5% - Generous medical, dental, vision plans in addition to employer paid disability and life insurance. - Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center - Free RTD EcoPass (public transportation) - Childcare discount programs & exclusive perks on large brands, travel, and more - Tuition reimbursement & assistance - Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways - 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

Role Description IT Service Center is responsible for resolving customer/client technical problems and responding to questions in accordance with service level objectives, processes, and procedures. Serves as liaison between client and IT to resolve business issues related to technologies. This is a multi-faceted role that will oversee IT Service Center Support, Reporting, Knowledge Engineering and Project Management. - Answers questions regarding system procedures, online transactions, systems status, and downtime procedures. - Supervises team of Business Advisors, Knowledge Advisor and Data Analyst. - Collaborates with network services, software systems engineering and/or applications development to implement new technology, restore service and/or identify problems. - Collaborate with CHIP/call center counterparts as needed to ensure unity of effort and alignment on key processes. - Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same. - Maintains a troubleshooting tracking log ensuring timely resolution of problems and impact to customers and clients. - Monitor frontline day-to-day activity to ensure SLAs are met. - Manages client escalations with the tier teams; acts as the department On-Call contact for systemic issues and outages. Responsibilities - Monitor call queue statistics (calls-in-queue, speed-to-answer, talk time, etc.) and inform leadership of any issues. - Manages WFM long term forecasting to ensure adequate IT Service Center staffing. - Provide operational metric reports and call forecasts to senior leadership. - Active participation/leadership in projects related to operational metrics, telecom, reporting, and staffing. - Develop and oversee execution of goals and strategy for all areas: Reporting, Call Center Support, Knowledge, and Project Management. - Maintain departmental attendance and active staff tracking procedures. - Create a culture of continuous improvement in all areas: Reporting, Call Center Support, Knowledge, and Project Management. - Prioritize workload and provide timely follow-up and resolution. - Maintain and secure confidential information. Qualifications - Bachelor’s degree in Business Administration, IT/Computer Science, Communications, preferred. - Minimum 2 years of supervisory experience, preferred. - Strong knowledge of workforce management best practices, preferred. - Strong knowledge of contact center performance management practices, metrics, and reporting, preferred. - Demonstrate organizational skills, analytical skills and attention to detail, preferred. - Strong project execution skills, preferred. - Critical decision-making capabilities, preferred. - Possess strong verbal and written communication skills, preferred. - Familiarity with real-time call management software, preferably Verint/Genesys technology, preferred. - Familiarity with IT Service Management software, preferably ServiceNow, preferred. - Proficiency with Microsoft Excel, Tableau, and other reporting tools, preferred. - Work effectively in a fast-paced, self-directed team-based environment, preferred. - Innovative in respect to operational improvement processes, preferred. - Display accuracy, timeliness, and professionalism in all activities. - Familiarity with project management, best practices and technical writing, preferred. - Ability to think futuristically and strategize roadmaps, preferred. Requirements - Coordinates and supervises the daily activities of operations or business staff. - Administers and exercises policies and procedures. - Ensures employees operate within guidelines. - Decisions have a direct impact to work unit operations and customers. - Frequently interacts with subordinates, customers, and peer groups at various management levels. - Interactions normally involve information exchange and basic problem resolution. Benefits - Medical, dental and vision coverage. - Paid time off plan. - Health savings account (HSA). - 401k savings plan. - Access to wages before pay day with myFlexPay. - Flexible spending accounts (FSAs). - Short- and long-term disability coverage. - Work-Life resources. - Paid parental leave. - Healthy lifestyle programs.

Role Description Capable of handling 100+ calls/day, assistance with scheduling office/lab/nurse appointments and detailed message taking based on providers' written protocols, multitasking between offices/providers protocols. Understanding of insurances and referrals needed. Ability to use independent thinking to determine urgent vs routine matters to be addressed. Qualifications - Call Center/Front Desk experience preferred - High school diploma required - Prior experience and in-depth knowledge of insurance preferred - Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers - Exceptional customer service skills, including the ability to use independent thinking, sound judgment, and creativity when resolving customer issues - Ability to balance multiple priorities and effectively handle challenging situations - Excellent verbal communication skills - Ability to use personal computers and select software applications Requirements - Work Shift: Days - First Shift, Monday - Friday, no holidays/rotating weekends 8am-12pm coverage Benefits - Medical, Dental and Vision plans - Life Insurance - Flexible Spending Account - Other voluntary benefit plans - PTO and Sick time - 401(k) plan with a match - Wellness program - Tuition Reimbursement Company Description At Silver Cross Hospital, we care about your health and well-being and that is why we work hard to provide quality and affordable benefit options for you and your eligible family members.