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Lead Call Center Appointment Coordinator - Norwood, Ohio

City:  Norwood
State:  OH
Job Requisition Number:  211325

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.


TriHealth is actively recruiting for a Lead Appointment Coordinator for our call center in Norwood, Ohio.


As a TriHealth Lead Appointment Coordinator, you are responsible for the tactical leadership of our call center scheduling staff in order to provide exceptional customer service and experience. This is a hands-on position in which you will work 75% of the day on the scheduling lines. In this position, you will provide on the floor leadership through work direction, coaching, mentoring, and continual process improvement. You are also responsible for meeting goals and objectives for designated teams.


As a lead, you will tour and work with the center staff to obtain feedback on a quarterly basis. Moreover, you will on meet with supervisor to discuss performance observations as issues relate to staff and process within the call center a weekly basis. You will also work with call center management to ensure favorable outcomes for all patients.


Other responsibilities include, but are not limited to:

  • Handle 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 conjunction with the Supervisor and Trainer for the department
  • Effectively resolves complex customer complaints
  • Enforce established standards and performance measures
  • Evaluate situations that impact operations and decide on the level of support and response required to correct
  • Interpret daily workload requirements for the staff and ensure proper follow up
  • Act independently to determine methods and procedures within the scheduling framework.


To be qualified for this position, you must meet these minimum requirements:

    • Associate's Degree or Diploma in Healthcare
    • Train the Trainer Certification
    • 2-3 years of customer service experience
    • 1 year of clerical experience
    • Must be knowledgeable with on-line systems software
    • Ability to clearly communicate with a diverse customer base



Job Title:  Lead Call Center Appointment Coordinator - Norwood, Ohio

Department Name:  TPP CCC SCHEDULING

Location:  Norwood

Hourly/Salaried:  Hourly

Employment Status: Full Time Position

Bi-Weekly Hours:80

Shift: Day/Evening Shift

Weekend Commitment:  Yes

Holiday Commitment:  No

On-Call Commitment:  No