Lead Scheduling Associate - Call Center

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.

Location: 4600 Wesley Avenue, Norwood, OH

Schedule: Day shift; NO HOLIDAYS, NO ON-CALL REQUIREMENTS

Benefits: https://careers.trihealth.com/what-we-offer/benefits *Please note: OPTIONAL positions are not eligible for TriHealth benefits* 

We offer competitive shift differentials where applicable, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

Job Overview:

This position is responsible for 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.

Job 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

Job Responsibilities:

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

Working Conditions:

Climbing - Rarely 
Concentrating - Consistently 
Continuous Learning - Frequently 
Hearing: Conversation - Consistently 
Hearing: Other Sounds - Consistently 
Interpersonal Communication - Frequently 
Lifting <10 Lbs. - Occasionally 
Lifting <50 Lbs. - Rarely 
Pulling - Occasionally 
Reaching - Occasionally 
Reading - Occasionally 
Sitting - Consistently 
Standing - Occasionally 
Thinking/Reasoning - Frequently 
Color Vision - Consistently 
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS... 
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello" 
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist 
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS... 
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met 
• Offer patients and guests priority when waiting (lines, elevators) 
• Work on improving quality, safety, and service

Respect: ALWAYS... 
• Respect cultural and spiritual differences and honor individual preferences. 
• Respect everyone's opinion and contribution, regardless of title/role. 
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS... 
• Value the time of others by striving to be on time, prepared and actively participating. 
• Pick up trash, ensuring the physical environment is clean and safe. 
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS... 
• Acknowledge wins and frequently thank team members and others for contributions. 
• Show courtesy and compassion with customers, team members and the community