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

Job Responsibilities:

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