What are the responsibilities and job description for the Scheduling Associate - Call Center position at TriHealth?
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
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 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…
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
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 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
- 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 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 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.
- Acknowledge wins and frequently thank team members and others for contributions.
- Show courtesy and compassion with customers, team members and the community