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

TriHealth offers a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. Competitive shift differentials are available where applicable, along with opportunities for professional growth. Learn more about our benefits. Please note: OPTIONAL positions are not eligible for TriHealth benefits.

About the role

This position is responsible for daily oversight and work direction of Scheduling Associates. You will handle calls during 50% of scheduled hours, provide team education to improve performance, and work across multiple pods within the Customer Connections Center. You will support the Supervisor in maintaining the master schedule, covering open shifts, and managing payroll for your primary pod.

Responsibilities

• Monitor workflow, assign work, audit staff, collect and analyze data, and problem-solve customer issues.
• Support the Supervisor by attending meetings, providing input for staff performance appraisals, and assisting in planning and leading weekly huddles.
• Assist the Supervisor in identifying and implementing process improvement initiatives.
• Competently troubleshoot problems and departmental issues to achieve a smooth daily workflow.
• Coordinate activities with the Supervisor, such as identifying performance issues, opportunities for process improvement, team member development, and team member engagement.
• Exceed Not Ready target and respond to all Lead inbox requests within one business day.
• Exceed call quality targets, follow required scripting (including AIDET+P and the HEARD model), anticipate customer needs, and act as a role model for consistent and positive interactions with patients and coworkers.
• Work proficiently and competently, exceeding accuracy targets with no critical errors.

Requirements

• High School Diploma or GED (Required).
• 2–3 years of customer service experience (Required).
• 1–2 years of experience in healthcare, insurance, or a related industry (Required).
• Ability to operate multiple computer applications.
• Excellent verbal and written communication skills.
• Effective problem-solving abilities.

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 behaviors:

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 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 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.