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CALL CENTER TEAM LEAD AND TRAINER-DIVERSIFIED SERVICES

TriHealth
Norwood

Job Description

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.

CALL CENTER TEAM LEAD AND TRAINER-DIVERSIFIED SERVICES: This position is responsible for assisting the manager to educate, train, monitor, mentor, and lead team members. This position will ensure that team members are adhering to department guidelines specific to phone stats, health maintenance workflows, attendance and non productive time, and the TriHealth Way of Leading initiatives, specifically AIDET+P and HEARD to intervene in customer service and customer recovery situations. This position will assist with the auditing and monitoring of call volume reports and the distribution of these reports. In addition, he/she will be responsible for training new hires and mentoring these new team members throughout the orientation period monitoring their progress and assisting with areas of improvement. This position will be a 'working lead,' meaning that he/she will assist on the phones to help cover ill calls, vacations, holidays, ensure evening and weekend phone coverage, monitoring call downloads, creating Cisco agent log-ins for all TPP, etc. and participate in projects with management and team members as needed. This position requires that he/she become an expert in the Cadence and Epic systems so that they can actively participate in process improvement efforts, trainings, workflow development including support materials in collaboration with the workflows of the ambulatory world, and problem solving efforts. This position demonstrates excellent verbal\written communication skills with a high level of professionalism to enable this professional to act as a resource actively collaborating with other members of the management team.

MINIMUM REQUIREMENTS:

EDUCATION: High School Degree

EXPERIENCE: 5-7 years in related field SPECIALIZED KNOWLEDGE: .

Job Title:  CALL CENTER TEAM LEAD AND TRAINER-DIVERSIFIED SERVICES

Department Name:  GHAD SCHEDULING TEAM

Location:  GHA Norwood

Hourly/Salaried:  Hourly

Employment Status: Full Time Position

Bi-Weekly Hours:80

Shift: Day/Evening Shift

Weekend Commitment:  Yes

Holiday Commitment:  Yes

On-Call Commitment:  Yes

Employment Type

175898

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