Customer Connection Center; Call Center Supervisor - Norwood, OH

Norwood, OH

Posted 10 days ago

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Job Description

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 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 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.

TriHealth is an equal opportunity employer. We are committed to fostering a diverse and inclusive workforce.

Job Summary

Company

TriHealth

Start Date

As soon as possible

Employment Term and Type

Regular, Full Time

Required Education

Associate Degree

Required Experience

1 to 2 years