Scheduling Associate - Call Center

TriHealth; Norwood (OH); On-site; USD 22,000 - 30,000; Full time

Job summary

TriHealth in Norwood, OH is seeking a Scheduling and Pre-Registration specialist in the Customer Connection Center. You will coordinate care with provider offices, assist patients to schedule and register, explain insurance and out-of-pocket costs, and provide courteous, high‑quality service.

You will use Epic Telephone Encounters for patient requests, support the clinical team with prescription refills and medical records, and respond to questions in a fast-paced setting requiring strong

Qualifications

• High School Degree or GED required.
• 2–3 years of customer service experience.
• 1–2 years in clerical, healthcare and/or insurance settings.
• Ability to operate multiple computer applications.
• Excellent verbal and written communication skills.
• Effective problem solving and customer service experience.

Responsibilities

• Meets Not Ready targets and manages call volume per shift.
• Follows regulatory procedures to ensure patient safety, including scheduling protocols and data collection.
• Meets call quality targets and follows scripting (AIDET+P) to anticipate needs and maintain positive interactions.
• Maintains high accuracy with no critical errors in tasks and data handling.

Skills

Customer service

Clerical

Healthcare insurance

Multi‑application use

Verbal communication

Problem solving

Education

High School Diploma/GED

Tools

Epic

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.

Location: 4600 Wesley Avenue, Norwood, OH

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

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:

Performs Scheduling and Pre-Registration functions in a timely and accurate manner in a call center setting: working with provider office teams to coordinate care and communicate with patients to obtain information necessary to schedule and/or register patients. Creates patient estimates for scheduled services, exhibits knowledge of insurance benefits, educates patients on out-of-pocket responsibility and financial assistance/payment options. Provide excellent customer service and answer patient questions and resolve issues. Initiates patient requests using Epic Telephone Encounters to support the clinical team in completing prescription refill requests, medical records and general questions for the clinical team

Job Requirements:

• High School Degree or GED
• 2-3 years Customer Service
• 1-2 years Clerical, Other, Healthcare and/or Insurance industry
• Ability to operate multiple computer applications
• Excellent verb and written skills
• Effective problem solving
• Customer Service experience

Job Responsibilities:

Competently meets Not Ready targetand handles appropriate volume of phone calls per shift. Follows regulatory and departmental procedures to ensure patient safety including use of decision trees, scheduling protocols, collection of data and messaging. Meets call quality targets and follows required scripting, including AIDET+P, anticipate customer needs, consistent and positive interactions with patients and coworkers. Works proficiently and competently, and exceeds accuracy targets with no critical errors

Other job-related information:

Working Conditions:

Climbing - Rarely
Concentrating - Consistently
Continous Learning - Frequently
Use of Hands - Consistently
Hearing: Conversation - Consistently
Interpersonal Communication - Frequently
Lifting <10lbs - Occasionally
Lifting 11-50lbs - Rarely
Pulling - Occasionally
Reaching - Occasionally
Reading - Consistently
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

Job Info

• Job Identification 312311
• Job Category Administrative
• Job Schedule Full time
• Locations 4600 Wesley Ave, Norwood, OH, 45212, US