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 scheduling, pre-registration, communication support, insurance verification, and messaging. The Supervisor drives changes that improve quality, productivity, efficiency, and financial performance, while ensuring team members meet service and operational standards and supporting retention and professional growth.

The Supervisor demonstrates 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, participates in system-wide access projects, and maintains effective communication and relationships with departments and physicians. The position supports, trains, mentors, monitors, and coaches team members, develops training materials, and ensures competencies are met.

The role oversees daily call-center operations and responsibilities that include complaint management, auditing, best practices, Cisco administration, calendars and requests, reports, human resource issues, information systems support, Kronos corrections, workflow development, schedules, staffing, team lead development, team meetings, and training reports. It has 20–29 direct-report FTEs and 60–99 indirect-report FTEs. The position is located at 4600 Wesley Avenue in Norwood, Ohio, and works a day shift with no holidays or on-call requirements.

Requirements

• Associate degree or diploma; equivalent experience is accepted in lieu of a degree.
• Oral and written communication ability.
• Ability to operate multiple computer applications.
• Excellent verbal and written skills.
• Effective problem-solving ability.
• Ability to work in a matrixed environment and reporting structure.
• 2–3 years of Supervisor/Lead experience.
• 2–3 years of experience in customer service, healthcare, and/or the insurance industry.
• CRCR/Certified Revenue Cycle Representative certification within the first year.
• Ability to demonstrate working knowledge of EPIC and department processes and systems.

Nice To Haves

• Experience with Epic.
• Cisco phone and reporting experience.
• Microsoft Office and SharePoint experience.
• Medical terminology and/or knowledge of insurance payor plans.

Responsibilities

• Organize and direct tasks related to the TPP Customer Connections Center in a call center setting.
• Be accountable for access, patient experience, quality, and compliance metrics covering scheduling, pre-registration, communication support, insurance verification, and messaging.
• Drive changes that support quality, productivity, efficiency, and financial goals; ensure team members meet service and operational standards.
• Foster an environment that supports team-member retention and professional growth.
• Use EPIC and knowledge of messaging and scheduling procedures to support process improvement and workflow development.
• Collaborate with physician access areas to promote consistent system-wide scheduling protocols and patient experiences.
• Identify and resolve barriers that prevent TriHealth physicians and customers from accessing services.
• Participate in system-wide access projects with management and TPP team members.
• Maintain effective communication and relationships with departments and physicians.
• Support team members in daily work through education, training, mentoring, monitoring, and problem solving.
• Support the TriHealth Way of Leading, including AIDET+P and HEARD initiatives.
• Demonstrate department knowledge of Cisco, EPIC, Health Maintenance, insurance, messaging, registration, scheduling, and workflows.
• Develop training materials, ensure team-member competencies, communicate quality and safety issues, and provide additional auditing and training as needed.
• Participate in projects and systems supporting care retention and access for TPP.
• Manage the Advocate Line and complaints, the call-off line, daily operations, and Cisco 11.6 administration, including agent setup, management, project participation, Media Sense, and reporting.
• Manage auditors through education, mentoring, and monitoring; develop and educate on best practices.
• Maintain and update the GTB calendar and requests; develop, maintain, and submit weekly huddle reports.
• Address and educate on human resource issues; troubleshoot and support information systems; assist team members with JDI completion; and apply daily Kronos corrections.
• Develop, educate, and implement new processes and workflows; complete referring physician forms and educate on outcomes.
• Develop, educate, 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 meetings.
• Address, correct, and educate team members on training reports and track errors.
• Conduct department huddles and monthly team meetings, review stoplight reports, and cascade key leadership messages.
• Round on team members at the frequency specified by leadership guidance, and model, coach, and validate TriHealth Way behaviors.
• Recognize team members for safety wins, positive performance, and demonstrating SERVE, ALWAYS, and TriHealth Way behaviors.

Benefits

• Competitive shift differentials where applicable.
• Opportunities for professional growth.
• Comprehensive benefits package that may include medical, dental, and vision coverage, paid time off, retirement savings plans, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree