Attention current TriHealth employees:
Please apply for this position by submitting an online internal application via SuccessFactors. Please be certain to update your SuccessFactors Employee Profile prior to applying to this position.
LEAD APPOINTMENT COORDINATOR-DIVERSIFIED SERVICES: The Call Center Scheduling Team Lead position is responsible for the tactical leadership of Call Center Scheduling staff as they execute the tasks required to deliver an exceptional customer experience throughout the customer continuum. This position provides on the floor leadership through work direction, coaching, mentoring and continual process improvement. Handles escalated patient care issues either through direct personal action or referral to the proper individual/department. Partner on the development of departmental guidelines and training materials in conjuction with the Supervisor and Trainer for the department. Effectively resolves complex customer complaints. Enforces established standards and performance measures. Responsible for meeting goals and objectives for designated teams. Interprets daily workload requirements for the staff and ensures agreed upon followup measurement mechanisms. Acts independently to determine methods and procedures within the scheduling framework. Evaluates situations that impact operations and decides the level of support and response required to correct. Ability to clearly communicate with a diverse customer base. This is a working position which relates to 75% of the day working the scheduling lines. Will quarterly tour and work with the center staff to obtain feedback. Works with the call center management mix to ensure favorable outcomes for all patients. Meets weekly with supervisor to discuss performance observations as issues relate to staff and process within the call center.
EDUCATION: Associate’s Degree or Diploma Healthcare Train The Trainer Certification
EXPERIENCE: 2-3 years Customer Service Up to 1 year Clerical
SPECIALIZED KNOWLEDGE: Must be knowledgeable with on-line systems software. .
Job Title: LEAD APPOINTMENT COORDINATOR-DIVERSIFIED SERVICES
Department Name: TPP CCC SCHEDULING
Employment Status: Full Time Position
Shift: Day/Evening Shift
Weekend Commitment: Yes
Holiday Commitment: No
On-Call Commitment: No
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