Lead/Trainer, Central Scheduling (2338)

TRINITY HEALTH • Minot, ND

10d • $21 - $31 • Onsite

About The Position

The Lead/Trainer for Central Scheduling supports efficient access to Trinity Health services by guiding call center scheduling operations and promoting high-quality customer service. This role provides day-to-day direction to scheduling staff, assists with training and onboarding of new team members, and monitors performance to support accuracy, timeliness, and professional standards. Working collaboratively with Practice Managers and department leaders, the Lead/Trainer helps maintain adequate queue coverage, address operational issues, and support continuous improvement initiatives. Through effective coaching, clear communication, and a team-focused approach, this position helps ensure patients receive accurate information and seamless scheduling support across services.

Requirements

• None Licenses and Certifications Required
• HS Diploma or GED, preferred.
• Minimum 6 months of customer service experience or training required.
• Minimum 6 months of experience in a call center setting, required.
• Minimum 6 months of computer experience required.
• Minimum 6 months of experience with computer appointment software, required.
• Ability to communicate effectively on the telephone.
• Ability to demonstrate good judgment in handling calls efficiently and appropriately.
• Exceptional interpersonal, customer service, problemsolving, verbal and written communication, and conflict resolution.
• Ability to handle confidential and sensitive information.
• Ability to work in a fastpaced environment, working efficiently and multitasking.
• Compliance with all Privacy and Confidentiality Standards per Trinity’s policies
• This position requires prolonged periods of sitting and extensive computer and telephone use.
• Occasional walking, standing, and movement within the office may be necessary to support staff or attend meetings.
• Clear verbal communication, adequate hearing, and manual dexterity are essential for navigating computer systems, handling calls, and performing training activities.
• Work is performed in a fastpaced call center or office environment with frequent interruptions, fluctuating call volumes, and simultaneous task demands.
• The role requires sustained focus and composure while handling high call activity and supporting staff performance.
• Adherence to privacy, confidentiality, and informationsecurity protocols is essential when working with patient information.

Responsibilities

• Monitor call activity, scheduling queues, and staff workload to maintain timely response and efficient patient access.
• Train, mentor, and support new and existing staff on scheduling procedures, service expectations, system functions, and workflow changes.
• Provide realtime guidance and feedback to staff, addressing performance concerns, escalating issues appropriately, and supporting service recovery efforts.
• Assist leaders with hiring processes, interview participation, and staff evaluations to support department staffing needs.
• Collaborate with Practice Managers and clinic leadership to address scheduling barriers, optimize workflows, and resolve operational concerns.
• Ensure compliance with privacy, confidentiality, and organizational policies while maintaining accurate documentation and communication.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees