Start here at Hartford HealthCare and be part of something betterEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do We invite you to become part of Connecticutrsquos most comprehensive healthcare networkHartford 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 different specialtiesAt Hartford HealthCare Medical group we offerSupportive environment to promote professional and interpersonal development and growthTuition Reimbursement up to after six months of employment and up to tuition discounts with partnering institutions for colleagueANDdependentsMedical dental and vision coverage optionsGenerous PTO to promote worklife balanceEmployee assistance and wellness programs including astrong focus on promoting mental healthDiscounts on services products and optional coverages ndash movie tickets pet insurance travel and moreWith our new state of the art Access Center we are creating a culture of ldquoYESrdquo 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 matterBecome an Access Champion and join us on our journey to YESJob DescriptionThe Director of Quality and Training will build and maintain a solid and sustainable quality infrastructure for the Hartford Healthcare Access Center AC This position will centralize and standardize all related quality initiatives as well as help develop update and oversee all training of Access Center champions The Director of Quality and Training will collaborate with AC business leaders to set the direction for quality and training to assure standardization communication and consistency The Director of Quality and Training will provide direction for the Quality Program including implementing an effective methodology defining evaluation criteria administrating the quality recording system overseeing calibration exercises maintaining a Quality Definitions Document and working closely with Access Center supervisors and coaches They will play a lead visible and hands on role in the design development and implementation of the Quality Assurance program This position will support process analysis related to the interactions and transactions handled in the AC through call recording and dashboard analytics This position will oversee the Learning and Performance team to assure a high quality experience for patients and providers by identifying both training and process improvement opportunities in order to enhance the AC brand In addition to overseeing communication information distribution within the AC this position will calibrate with other team members and inform AC leadership of trends that ariseStart here at Hartford HealthCare and be part of something betterEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do We invite you to become part of Connecticutrsquos most comprehensive healthcare networkHartford 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 different specialtiesAt Hartford HealthCare Medical group we offerSupportive environment to promote professional and interpersonal development and growthTuition Reimbursement up to after six months of employment and up to tuition discounts with partnering institutions for colleagueANDdependentsMedical dental and vision coverage optionsGenerous PTO to promote worklife balanceEmployee assistance and wellness programs including astrong focus on promoting mental healthDiscounts on services products and optional coverages ndash movie tickets pet insurance travel and moreWith our new state of the art Access Center we are creating a culture of ldquoYESrdquo 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 matterBecome an Access Champion and join us on our journey to YESJob DescriptionThe Director of Quality and Training will build and maintain a solid and sustainable quality infrastructure for the Hartford Healthcare Access Center AC This position will centralize and standardize all related quality initiatives as well as help develop update and oversee all training of Access Center champions The Director of Quality and Training will collaborate with AC business leaders to set the direction for quality and training to assure standardization communication and consistency The Director of Quality and Training will provide direction for the Quality Program including implementing an effective methodology defining evaluation criteria administrating the quality recording system overseeing calibration exercises maintaining a Quality Definitions Document and working closely with Access Center supervisors and coaches They will play a lead visible and hands on role in the design development and implementation of the Quality Assurance program This position will support process analysis related to the interactions and transactions handled in the AC through call recording and dashboard analytics This position will oversee the Learning and Performance team to assure a high quality experience for patients and providers by identifying both training and process improvement opportunities in order to enhance the AC brand In addition to overseeing communication information distribution within the AC this position will calibrate with other team members and inform AC leadership of trends that ariseMinimum RequirementsEducationBachelorrsquos degree in business administration or related field of study or years customer serviceQuality Management Training Contact Center management experienceExperienceMinimum years of management experience in the contact center industry quality management operationsemployee training or a combination of including an understanding of telephony quality programs and workforce management principlesWe 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 ndash 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 worklife balance Every moment matters And this is your momentMinimum RequirementsEducationBachelorrsquos degree in business administration or related field of study or years customer serviceQuality Management Training Contact Center management experienceExperienceMinimum years of management experience in the contact center industry quality management operationsemployee training or a combination of including an understanding of telephony quality programs and workforce management principlesWe 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 ndash 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 worklife balance Every moment matters And this is your moment