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LEAD CUSTOMER SERVICE REPRESENTATIVE - Norwood
LEAD CUSTOMER SERVICE REPRESENTATIVE - Norwood-March 2024
Cincinnati
Mar 28, 2026
About LEAD CUSTOMER SERVICE REPRESENTATIVE - Norwood

  Job Overview:Customer Service Lead is responsible for coordinating the team's efforts to resolve complex accounts within the areas of Customer Service, Undistributed/Refunds, Legal Support, and to ensure representative's interactions with patients and internal/external customers are consistent and compassionate when calling to get resolution of a balance. This position is responsible for the delivery of superior customer service by the team to ensure calls, research, and documentation are answered effectively and efficiently throughout the day. Ensuring the team is following scripts as provided by management to facilitate consistent and expedient account resolution. The primary function of this role is to monitor call traffic (inbound/outbound), resolving escalated calls, handling vendor issues, assisting representatives with patient related questions, and ensuring the adherence to schedules, policies and procedures. Have knowledge in collecting, resolving patient payments, familiarity of hospital Financial Assistance/Charity Policy and patient Explanation of Benefits (EOB). Interact effectively with other administrative departments and hospital service areas to facilitate patient account resolution. Performs other duties assigned by management to assist in meeting expected departmental goals. Maintains confidentiality of all, protected health information (PHI).Job Requirements:Epic systemHigh School DegreeProficient in PC applications1-2 years experience in related fieldJob Responsibilities:Other job-related information:Working Conditions:Climbing - RarelyHearing: Conversation - ConsistentlyKneeling - OccasionallyLifting 50+ Lbs - RarelyPulling - RarelyPushing - OccasionallyReaching - RarelySitting - ConsistentlyStanding - RarelyStooping - OccasionallyUse of Hands - ConsistentlyColor Vision - OccasionallyWalking - FrequentlyTriHealth SERVE Standards and ALWAYS BehaviorsAt 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 areasExcel: ALWAYS...* 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 serviceRespect: ALWAYS...* 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: ALWAYS...* 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.Engage: ALWAYS...* Acknowledge wins and frequently thank team members and others for contributions.* Show courtesy and compassion with customers, team members and the communityTriHealth is an equal opportunity employer. We are committed to fostering a diverse and inclusive workforce.

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