Supervisor- Access Center

Hartford HealthCare Medical Group • Hartford, CT

8d • Onsite

About The Position

The Hartford HealthCare Access Center is the central access point for scheduling which will provide timely, accurate, friendly, and clinically appropriate access to Medical Group and other ambulatory services. The Access Center Supervisor will oversee the management, development, operations, patient satisfaction and continuous improvement of direct Access Center Representatives. This individual will collaborate cross-functionally with the broader Access Workgroup teams, as well as groups and stakeholders from specialty practices across the organization.

Requirements

• Associates degree in business administration or related field of study or 5 years customer service/contact center supervisory experience.
• Minimum 3 years of supervisory experience in the contact center industry, back-office operations and/or a combination of both.
• Strong communication skills and experience in leading role required.

Nice To Haves

• Experience in leading 15-20 direct reports preferred

Responsibilities

• Provides development, support, and feedback to direct reports to ensure accountability, guidance, and leadership of Access Champions.
• Monitors departmental goals and objectives for the assigned team and holds team accountable for results.
• Coaches team members to ensure development is implemented to meet or exceed the needs of our internal customers and patients.
• Coaches team members to be successful in contributing to the achievement of individual and work group objectives.
• Conducts monthly staff meetings and one on ones to discuss issues, concerns, improvement initiatives and promote teamwork.
• Supervises the day-to-day operations of assigned team.
• Ensures all escalations within the Access Center are handled in an effective and efficient manner transitioning advanced escalations to the manager when appropriate.
• Works collaboratively with Operations, Quality, and Workforce Management.

Benefits

• Tuition Reimbursement up to $5,250.00 after six months of employment
• up to 40% tuition discounts with partnering institutions for colleague AND dependents
• Medical, dental and vision coverage options
• Generous PTO to promote work/life balance
• Employee assistance and wellness programs including a strong focus on promoting mental health
• Discounts on services, products and optional coverages – movie tickets, pet insurance, travel and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree