Scheduling Associate - Call Center

TriHealth • Norwood, OH

18h • Onsite

About The Position

The Scheduling Associate works in TriHealth’s Customer Connection Center, supporting patients’ access to care through scheduling, pre-registration, and customer service in a call center setting. The role works with provider office teams to coordinate care and communicates with patients to obtain information needed to schedule and/or register them. The associate creates patient estimates for scheduled services, demonstrates knowledge of insurance benefits, and educates patients about out-of-pocket responsibility and financial assistance or payment options. The position also answers patient questions, resolves issues, and initiates patient requests through Epic Telephone Encounters to help clinical teams complete prescription refill requests, medical records requests, and general questions.

The role is based at 4600 Wesley Avenue in Norwood, Ohio, and is listed as a day-shift position with no holidays or on-call requirements. Team members are expected to provide compassionate, high-quality service and follow TriHealth’s SERVE Standards and ALWAYS Behaviors.

Requirements

• High school degree or GED.
• 2–3 years of customer service experience.
• 1–2 years of clerical, other, healthcare, and/or insurance industry experience.
• Ability to operate multiple computer applications.
• Excellent verbal and written skills.
• Effective problem-solving skills.
• Customer service experience.

Responsibilities

• Perform scheduling and pre-registration functions accurately and in a timely manner in a call center setting.
• Coordinate care with provider office teams and communicate with patients to gather information needed to schedule and/or register them.
• Create estimates for scheduled services, explain insurance benefits, and educate patients about out-of-pocket responsibility and available financial assistance or payment options.
• Provide excellent customer service, answer patient questions, and resolve issues.
• Initiate patient requests using Epic Telephone Encounters to support clinical teams with prescription refill requests, medical records, and general questions.
• Meet the Not Ready target and handle the appropriate volume of phone calls per shift.
• Follow regulatory and departmental procedures for patient safety, including decision trees, scheduling protocols, data collection, and messaging.
• Meet call quality targets and follow required scripting, including AIDET+P, anticipating customer needs, and maintaining consistent, positive interactions with patients and coworkers.
• Work proficiently and competently while exceeding accuracy targets and avoiding critical errors.
• Demonstrate TriHealth’s SERVE Standards and ALWAYS Behaviors, including welcoming and assisting patients and guests, addressing service breakdowns, improving quality and safety, respecting cultural and individual differences, valuing others’ time, and using resources responsibly.

Benefits

• Competitive shift differentials where applicable.
• Opportunities for professional growth.
• Comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. Optional positions are not eligible for TriHealth benefits.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED