Customer Connections Center Supervisor

TriHealth, Inc.; Norwood (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

TriHealth seeks a Supervisor for the Customer Connections Center in Norwood, OH. You will organize operations, drive key metrics, and mentor a team to ensure excellent patient access, scheduling, and communications, using Epic and related systems.

You will lead training, align with physician access teams, and advance process improvements to support TriHealth’s mission and patient experience goals in a fast-paced healthcare environment.

Qualifications

• Associate's degree in oral & written communication or equivalent experience.
• Experience in call center management preferred.
• Proficiency in EPIC and Microsoft Office required.

Responsibilities

• Direct and coordinate all tasks in the TPP Customer Connections Center.
• Achieve metrics for access, patient experience, quality and compliance.
• Schedule, pre-registration, insurance verification, and messaging.
• Develop training materials and coach team members daily.
• Collaborate with physician access areas for scheduling consistency.
• Lead process improvements and workflow development.

Skills

Multi-app proficiency

Verbal communication

Written communication

Problem solving

EPIC experience

Cisco reporting

Microsoft Office

Sharepoint

Insurance payor knowledge

Supervisory experience

Customer service/Healthcare exposure

Education

Associate's Degree or Diploma in Oral & written communication

Equivalent experience accepted in lieu of degree

Tools

EPIC

Cisco phone

Microsoft Office

Sharepoint

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: 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 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 'why' 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

TriHealth leaders create a culture of engagement, safety & reliability and high performance by consistently modeling and utilizing the following TriHealth Way leadership competencies, tactics and ALWAYS Behaviors to drive strategic pillar results:

Achievement of Annual Pillar Goals

1. 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 Results
• Build 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.