Customer Connections Center Supervisor

TriHealth; Norwood (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

Tuition reimbursement

Retirement savings plans

Job summary

TriHealth is seeking a Supervisor for the Customer Connections Center in Norwood, OH. The role directs scheduling, pre-registration, messaging, and insurance verification to ensure timely access and high patient satisfaction.

You will lead a team, develop training, and partner with physicians and departments to optimize workflows and improve service quality across the system.

Qualifications

• Associate's Degree or Diploma in Oral & written communication or equivalent experience.
• 2-3 years Customer Service, Healthcare, and/or Insurance Industry experience.
• Ability to operate multiple computer applications and systems (EPIC, Cisco, SharePoint).
• Excellent verbal and written skills and attention to detail.

Responsibilities

• Oversee daily operations in the Customer Connections Center, ensuring access, patient experience, quality and compliance.
• Lead scheduling, pre-registration, insurance verification, and messaging workflows to support care access.
• Develop training materials and ensure competency of team members.
• Collaborate with physicians and departments to improve scheduling protocols and patient experience.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Healthcare knowledge

Education

Associate's Degree or Diploma in Oral & written communication

Tools

EPIC

Cisco

Microsoft Office

SharePoint

Job description

Job Description

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.

Bring your talents to TriHealth and discover a career where you can make a meaningful difference, grow with purpose, and feel truly valued.

Location

4600 Wesley Avenue, Norwood, OH

Schedule

Day shift; NO HOLIDAYS, NO ON-CALL REQUIREMENTS

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. https://careers.trihealth.com/what-we-offer/benefits

Job Requirements

• Associate's Degree or Diploma in Oral & written communication
• Equivalent experience accepted in lieu of degree
• Ability to operate multiple computer applications
• Excellent verbal and written skills
• Effective problem solving
• Able to work in a matrixed environment and reporting structure Epic experience
• Cisco phone and reporting experience
• Microsoft Office
• Sharepoint
• Medical terminology and/or knowledge of insurance payor plans CRCR/Certified Revenue Cycle Representative within 1st year
• 2-3 years experience Supervisor/Lead
• 2-3 years Customer Service, Healthcare, and/or Insurance Industry

Job Overview

Under the guidance of the Customer Connections Center Manager, the Supervisor is responsible for organizing and directing all tasks related to the TPP Customer Connections Center in a call center setting. This position has accountability for the achievement of metrics including access, patient experience, quality and compliance. These functions include scheduling, pre-registration, communication support, insurance verification and messaging. Drives change related to quality/productivity and efficiency to support financial goals. Ensures team members consistently meet service and operational standards. Fosters a positive environment that ensures team member retention and encourages professional growth. Demonstrates a working knowledge of EPIC, and must exhibit comprehensive knowledge of all messaging and scheduling procedures to support process improvement efforts and workflow development. Collaborates with physician access areas to ensure system wide consistency in scheduling protocols and patient experience. Identify and resolve issues that create barriers for TriHealth physicians and customers to access our services. Participates in system wide access projects with management and team members of TPP to achieve system goals. Serves as an effective communication link with all departments/physicians, and proactively nurtures these relationships.

Job Responsibilities

• Actively works with and supports team members in their daily tasks/duties which includes educating, training, mentoring, monitoring, and problem solving. Understands and supports the \u2019why\u2019 for the TriHealth Way of Leading [AIDET+P and HEARD initiatives].
• Demonstrate department knowledge of Cisco, EPIC, Health Maintenance, Insurance, Messaging, Registration, Scheduling, and Workflows. In addition must develop/create training materials and ensure competencies are met by team members daily.
• Demonstrates accountability, flexibility, initiative in accepting/seeking additional assignments to meet the needs of the TPP Consumer & Access Department.
• Educates and communicates quality/safety issues to team members daily. Completes additional auditing and training with team members as needed.
• Participate in projects and systems to meet the overall goal of Care Retention and access for TPP.

Other Job-Related Information

Direct Report FTEs = 20-29

Indirect Report FTEs = 60-99

Responsibilities Include, Not Limited To

• Advocate Line (Daily Management of Complaints Received)
• Auditor Management (Educates/Mentor/Monitor)
• Best Practices (Develop & Educate)
• Call Off Line (Daily)
• Cisco 11.6 Administrator (Agent Set-Up/Management Project Participation/Media Sense/Reporting)
• Daily Operations (Supervise)
• GTB Calendar/Requests (Maintain/Update)
• Huddle Reports (Develop/Maintain/Submit Weekly to Team Members)
• Human Resource Issues (Address & Educate)
• Information Systems (Troubleshoot & Support)
• JDI Management (Team Member Completion Assistance)
• Kronos Management (Apply Corrections Daily)
• New Processes/Workflows [Develop/Educate/Implement]
• Referring Physician Forms (Completes/Educates of Outcome)
• Schedules (Develop/Educate/Maintain/Saturday Schedule/Shift Change Forms)
• Staffing (Annual Appraisals/Hiring Process/Team Member Monthly Rounding)
• Team Lead Development (Educates/Mentor/Monitor)
• Team Member Meetings (Creates/Maintains/Records Monthly Meetings)
• Team Member Support (Daily)
• Training Reports (Address/Correct/Educate Team Members & Error Tracking)

Working Conditions

• Climbing - Rarely
• Concentrating - Consistently
• Continous Learning - Consistently
• Hearing: Conversation - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Rarely
• Lifting <10 Lbs - Occasionally
• Lifting 50+ Lbs - Rarely
• Lifting 11-50 Lbs - Rarely
• Pulling - Rarely
• Pushing - Rarely
• Reaching - Occasionally
• Reading - Consistently
• Sitting - Consistently
• Standing - Frequently
• Stooping - Occasionally
• Thinking/Reasoning - Consistently
• Use of Hands - Frequently
• Color Vision - Consistently
• Walking - Frequently

Leadership Performance Standards

• Safety/Quality, 2) Service, 3) Growth, 4) Culture/People, 5) Finance

Leadership Competencies

• TriHealth Way of Leading
• TriHealth Way of Serving
• Transformation Change
• Drive for ResultsBuild Organizational Talent

Leadership Tactics

Conduct department huddles. Generally, clinical departments hold daily huddles, non-clinical hold weekly huddles.

Regularly Round on Team Members, using questions from the rounding log.

• 25 or fewer team members = monthly
• 26-50 team members = every other month
• 51+ (and optional team members) = quarterly

Lead monthly team meetings using meeting agenda template; review stoplight report; cascade key leadership messages.

Model, coach and validate team members’ use of TriHealth Way behaviors (AIDET + Promise, Always Behaviors and Always HEARD).

Recognize team members for safety wins, positive performance and demonstrating SERVE and ALWAYS behaviors, TriHealth Way of Leading, Serving and Delivering Care.