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