Manager Patient Access - Behavioral Health

Hartford Healthcare • Meriden, CT

12h

About The Position

Working within Rushford and across the Hartford Healthcare Behavioral Health Network, and reporting to the Director of Access, the Manager of Patient Access will collaborate cross-functionally with the clinical program managers, leads, and stakeholders within Rushford. This role will oversee the management, development, operations, patient satisfaction, and continuous improvement of direct access to care.

Requirements

• Bachelor's degree in business administration, healthcare administration or related field
• Minimum 5 years of management experience in the contact center industry, back-office operations or a combination of both including an understanding of telephone systems (Avaya and CMS), quality programs and workforce management principles

Nice To Haves

• Master's degree in business administration or a related field or nursing or psychology is preferred
• Experience in the healthcare industry is preferred
• Active RN in the State of CT is preferred
• Multilingual is preferred

Responsibilities

• Provide direct development, support, and feedback to Bed Control Coordinator Leads to promote accountability in guiding the team.
• Coach Leads and team to identify and apply professional skills development opportunities to meet or exceed the service needs of internal customers and clients.
• Ensure department service levels and metrics meet or exceed expectations through review of group and agent level analytics, Epic, and phone reporting system.
• Work with Patient Experience Team and other leaders to identify points of patient dissatisfaction with service and other areas in need of enhancement, and develop plans to improve client satisfaction.
• Drive positive change by leveraging the voice of the customer and client.
• Manage the day-to-day operations of the Admissions team.
• Ensure escalations within Admissions are handled in an effective and efficient manner by holding staff accountable for performance.
• Work with Leads on the development, operations, and analytics of quality monitoring and patient satisfaction metrics and continuous improvement.
• Establish operational goals and track, monitor, and report out on key department metrics.
• Recruit, onboard, and train admissions staff with the goal of achieving optimal service and operational performance levels.
• Work with Leads to develop and enhance admissions/access training materials.
• Focus on developing talent and creating an environment where people can start and grow their career.
• Work with Director on budget related activities including assisting in the creation and management of the department budget.
• Assist the Director in identifying and adapting new technologies and processes to support overall service excellence.
• Perform other related duties as required including but not limited to traveling to other HHC and Rushford locations as needed.

Benefits

• Medical and dental benefits
• 401(k) plan with employer match
• Generous paid time off with accrual starting on the date of hire, including seven paid holidays
• Additional voluntary benefits as well as employee discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees