Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift Details: Monday - Friday
Work where every moment matters.
Hartford HealthCare Medical Group is one of the largest medical practices in New England with over 100 locations throughout Connecticut and Rhode Island and over 600 physicians and advanced practitioners. 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.
The Director is responsible for the planning and execution of all Ambulatory Access Center operations including the management and leadership of processes and functions that foster the continuous improvement of the customer experience. The Director will be accountable for the overall service provided by the center as well as identifying and adapting new technologies and processes to ensure overall service excellence. The Director will have a commitment to excellence, leading and inspiring the team through continuous staff development programs that enhance employee engagement, service, knowledge and skills building. Collaborating with other leaders, the Director will develop and implement short and long-term operational strategies that support new products, efficiency initiatives, service opportunities and technological advancements. The Director must have a passion for serving customers and employees and thrive in a fast-paced ever-changing environment.
Ensures daily operational effectiveness, colleague engagement and attainment of service level requirements
Creates strategies to balance short-term requirements with long-range business plans
Identifies and creates business cases to utilize industry emerging technologies
Manages senior-level managers and/or professional teams that consist of multi-functional groups across multiple sites
Creates a cohesive team that understands the organization’s vision and is invested in identifying and delivering best practices that enable the delivery of service excellence to our customers
Establishes and manages annual budget process including establishing and maintaining the financial controls framework
Manages and maintains metrics and reporting on various department KPI’s including customer satisfaction targets and trend based analysis. Ensures team members are meeting established productivity and quality goals
Delivers on results by working with management and employees to evaluate KPI’s and develop a strategy to increase ROI and continuously improve productivity, efficiency and service
Develops employee engagement strategy to attract and retain talent. Develops and maintains effective organization of responsibility, including efficient recruiting, efficient training, coaching, recognition, performance standards, staffing levels and supervision
Bachelor’s Degree in business administration or related field of study is required. MBA or a Master’s degree in a related field is preferred
Ten plus years of experience in the Access Center industry, back-office operations or a combination of both including an understanding of telephony, quality programs and workforce management principles
Eight plus years of management experience as a leader and developer of high performing managers and employees
In-depth working knowledge of critical contact center technologies such as CRM, CTI, IVR, ACD, VoIP, Knowledge Management, Workforce Planning, and Performance Tracking Systems
Strong interpersonal and communication skills with the demonstrated ability to gain the confidence, respect and trust of providers, senior executives and direct/indirect reports. Ability to work with a diverse group of individuals at all levels of the organization, both internally and externally
Proven strategic and operational leadership, business acumen and customer service skills
Knowledge of regulatory and compliance requirements for site operations
Strong problem solving and decision making skills
Ability to grow a highly effective and efficient team
Solid change management skills
High technical aptitude with experience in Microsoft Office and Access Center technology
Knowledge of Access Center and Operations functions including KPI’s
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.