Description

Work where every moment matters. 
 
Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here.  We invite you to become part of Connecticut’s most comprehensive healthcare network. 
     
Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between.  Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.

With our state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence.  At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time.  Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter. 

Become an Access Champion and join us on our journey to YES!

Job Description:

Working within the Hartford HealthCare Medical Group team and across the broader Hartford Healthcare organization, and reporting to the Director, Access Administration and Operations, this individual will collaborate cross-functionally with the broader Access Workgroup teams, as well as groups and stakeholders from specialty practices across the organization. The Access Center Manager will oversee the management, development, operations, patient satisfaction and continuous improvement of direct Access Center Supervisors and Access Center Champions.  

Key Areas of Responsibility:

Provide direct development, support and feedback to Access Center Supervisors and ensure accountability of Supervisors guidance and leadership of Access Champions. Establish operational goals and track, monitor and report out on key department metrics. Hold Supervisors accountable for results. Drive change leveraging voice of the customer. Relentless focus on developing talent and creating an environment where people can start and grow their career. Assist the Director in the creation and managing of the budget
 

Qualifications

Bachelor’s degree in business administration or related field of study or 8 years customer service/contact center management experience.  MBA or a Masters in a related field preferred.  Minimum 5 years of management experience in the contact center industry, back-office operations or a combination of both, including an understanding of telephony, quality programs and workforce management principles.  Healthcare Experience a plus.

We take great care of careers! With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth.  Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children.  We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance.  Every moment matters.  And this is your moment