Employment Type:

Full time

Shift:

Description:

Frontline, department-based role that supervises daily functions of assigned area(s). Provides clear direction & manages / advances people, processes, structures & / or programs that support direct / indirect care. Demonstrates behaviors in alignment with culture & creates / supports comprehensive strategies & measures progress to achieve desired outcomes.

Essential Functions 

Our Trinity Health Culture:

Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Responsible for the daily operations & the oversight of staff.

Supervisors work in collaboration with department managers to manage staff & department effectively.

Participates in & contributes to the performance management/review process.

Implements departmental plans & priorities identified by accountable leaders. 

May participate & recommend in the hiring & selection process.

Responds promptly & directly to meet or exceed customers’ needs.

Process Focus:

Follows standards of performance & work processes in designated areas.

Coordinates staff scheduling & assignment. Reviews & approves administrative functions (time, payroll, expense).Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards.

Communication:

Employs effective & respectful written, verbal & nonverbal communications;

Develops an environment of mutual confidence & trust through collaborative relationships;

Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives;

Proactively recognizes, addresses & / or escalates organizational, operational, or team conflicts.

Environment:

Performs work in an environmentally safe, professional & healthy manner;

Self-monitors & initiates corrections and/or seeks guidance when needed.

Demonstrates flexibility & self-direction by responding as a team player.

Helps to create a positive work environment that promotes productivity.

Accountable for continuous self-development & supporting the growth of others.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

Coaching & Performance Development

• Use Quality Assurance results, First Contact Resolution trends, call/case reviews, and case survey feedback to drive personalized coaching.

Operational Excellence

• Ensure service level targets are met or exceeded for case resolution, call handling, and response time.
• Monitor case queues and call volumes daily to ensure workload balance and timely follow-up.
• Partner with leadership to review workload to make scheduling and real-time staffing adjustments.
• Analyze trends in repeat contacts and unresolved cases; partner with Tier II and Knowledge teams to remove friction points and improve first-touch outcomes. 
• Leverage data and trends to proactively address case backlogs, handle seasonal/cyclical volumes, and mitigate risks.

Colleague Experience & Service Ownership

• Own the resolution experience by minimizing handoffs, championing Tier 0/self-service where appropriate, and driving a seamless support model.
• Review Voice of the Colleague data and post-case survey feedback to identify pain points and improvement opportunities.
• Serves as a go-to resource for team members on complex or escalated cases, queue monitoring, workload balancing, resolving concerns, and identifying root causes.
• Must be able to travel to the various Trinity Health sites 25% as needed.

 Training & Knowledge Development

• Maintain and contribute to the upkeep of knowledge articles and SOPs.

•  Capture and escalate systemic issues or process gaps to HR COEs or Technology Information System partners.
• Partner with Total Rewards (TR), Talent Acquisition (TA), Payroll, and other HR functions to improve processes and service delivery.
• Collaborate with Tier 0 and Tier II teams to optimize self-service content and r