Lead​/Trainer, Scheduling

Overview

Position Summary:

The Lead/Trainer for Central Scheduling supports efficient access to Trinity Health services by guiding call center scheduling operations and promoting high-quality customer service. This role provides day-to-day direction to scheduling staff, assists with training and onboarding of new team members, and monitors performance to support accuracy, timeliness, and professional standards. Working collaboratively with Practice Managers and department leaders, the Lead/Trainer helps maintain adequate queue coverage, address operational issues, and support continuous improvement initiatives.

Through effective coaching, clear communication, and a team-focused approach, this position helps ensure patients receive accurate information and seamless scheduling support across services.

• Monitor call activity, scheduling queues, and staff workload to maintain timely response and efficient patient access.
• Train, mentor, and support new and existing staff on scheduling procedures, service expectations, system functions, and workflow changes.
• Provide realtime guidance and feedback to staff, addressing performance concerns, escalating issues appropriately, and supporting service recovery efforts.
• Assist leaders with hiring processes, interview participation, and staff evaluations to support department staffing needs.
• Collaborate with Practice Managers and clinic leadership to address scheduling barriers, optimize workflows, and resolve operational concerns.
• Ensure compliance with privacy, confidentiality, and organizational policies while maintaining accurate documentation and communication.