Lead Scheduling Associate - Call Center

TriHealth•Norwood, OH

2d•Onsite

About The Position

At TriHealth, we believe every team member plays a vital role in improving the health status of the people we serve—a mission that guides our entire system. In the Customer Connection Center, you directly support this mission by ensuring patients can easily and confidently access the care they need. This first touchpoint embodies our commitment to delivering compassionate, high‑quality service rooted in our core values.

Requirements

High School Diploma or GED or GED (Required)
2 - 3 years Customer Service (Required)
1 - 2 years Other, Healthcare, and/or Insurance industry (Required)
Ability to operate multiple computer applications
Excellent verbal and written skills
Effective problem solving
Customer Service experience

Responsibilities

Provides daily oversight and work direction of Scheduling Associates.
Handles calls during 50% of scheduled hours.
Provides team education to improve performance and is able to work in multiple pods within the Customer Connections Center.
Supports Supervisor in maintaining the master schedule, covering open shifts and maintains payroll for primary pod.
Responsible for following daily activities: monitoring workflow, assigning work, auditing staff, data collection and analysis, and problem solving for customer issues.
Supports Supervisor by attending meetings, providing input for staff performance appraisals and assisting in planning and leading weekly huddles.
Assists Supervisor in identifying and implementing process improvement initiatives.
Competently troubleshoots problems and departmental issues to achieve a smooth daily workflow.
Coordinates activities with the Supervisor such as identifying performance issues, opportunities for process improvement, team member development and team member engagement.
Exceeds Not Ready target and responds to all Lead inbox requests within one business day.
Exceeds call quality targets, follows required scripting, including AIDET+P and the HEARD model; anticipates customer needs; and acts is a role model for consistent and positive interactions with patients and coworkers.
Works proficiently and competently, and exceeds accuracy targets with no critical errors.