Customer Connections Center Supervisor

TriHealth•Norwood, OH

3d•Onsite

About The Position

The Customer Connections Center Supervisor organizes and directs tasks for the TPP Customer Connections Center in a call center setting, under the guidance of the Customer Connections Center Manager. The role is accountable for access, patient experience, quality, and compliance metrics across functions such as scheduling, pre-registration, communication support, insurance verification, and messaging. The Supervisor drives changes that improve quality, productivity, efficiency, and financial performance while supporting consistent service and operational standards, team-member retention, and professional growth. The Supervisor applies working knowledge of EPIC and comprehensive knowledge of messaging and scheduling procedures to support process improvement and workflow development. The role collaborates with physician access areas to promote consistent scheduling protocols and patient experiences, identifies and resolves barriers to access for TriHealth physicians and customers, participates in system-wide access projects, and maintains effective communication and relationships with departments and physicians. This position supports and develops team members through training, mentoring, monitoring, auditing, and problem solving. It oversees daily call center operations and related administrative processes, helps implement new processes and workflows, supports information systems, and contributes to system goals for care retention and access. The role has 20–29 direct-report FTEs and 60–99 indirect-report FTEs. It reports to the Customer Connections Center Manager.

Requirements

Associate degree or diploma; equivalent experience may be accepted in lieu of a degree.
Oral and written communication ability.
Excellent verbal and written communication skills.
Ability to operate multiple computer applications.
Effective problem-solving skills.
Ability to work in a matrixed environment and reporting structure.
Epic experience.
Cisco phone and reporting experience.
Microsoft Office experience.
SharePoint experience.
Medical terminology and/or knowledge of insurance payor plans.
CRCR/Certified Revenue Cycle Representative certification within the first year.
2–3 years of Supervisor/Lead experience.
2–3 years of experience in customer service, healthcare, and/or the insurance industry.

Responsibilities

Organize and direct the tasks and daily operations of the TPP Customer Connections Center in a call center setting.
Manage performance against access, patient experience, quality, compliance, productivity, efficiency, and financial goals.
Support team members through education, training, mentoring, monitoring, auditing, and problem solving.
Develop and maintain training materials and ensure team-member competencies are met.
Communicate quality and safety issues to team members and provide additional audits and training as needed.
Apply department knowledge of Cisco, EPIC, health maintenance, insurance, messaging, registration, scheduling, and workflows.
Develop, educate on, and implement new processes and workflows.
Collaborate with physician access areas to maintain consistent scheduling protocols and patient experience.
Identify and resolve barriers that prevent TriHealth physicians and customers from accessing services.
Participate in system-wide access projects and initiatives supporting care retention and access for TPP.
Manage the Advocate Line and complaints, Call Off Line, auditor management, best practices, GTB calendar and requests, huddle reports, JDI completion assistance, Kronos corrections, and training reports.
Administer Cisco 11.6 functions, including agent setup and management, project participation, Media Sense, and reporting.
Troubleshoot and support information systems.
Develop, educate on, and maintain schedules, including Saturday schedules and shift-change forms.
Support staffing activities, including annual appraisals, hiring, and monthly team-member rounding.
Develop team leads through education, mentoring, and monitoring.
Create, maintain, and record monthly team-member meetings.
Address and educate team members on human resource issues and provide daily team-member support.
Complete and educate staff on outcomes related to referring physician forms.
Demonstrate accountability, flexibility, and initiative in accepting or seeking additional assignments.
Conduct department huddles and monthly team meetings, round on team members, cascade leadership messages, and recognize team members for positive performance and safety contributions.
Model, coach, and validate TriHealth Way behaviors, including AIDET, Promise, Always Behaviors, and Always HEARD.