Work whereevery momentmattersEvery day more than Hartford HealthCare colleagues 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 Connecticutrsquos most comprehensive healthcare networkRushford Center one of Connecticutrsquos leading providers of addiction and mental health services is nationally recognized for delivering outstanding prevention treatment and recovery programs We offer a wide range of programs including Acute Care and Evaluation Residential Addiction Treatment Individual Group Family Therapy Intensive Outpatient programs and Community Support Programs Through the passion of our specialists we continue to treat every patient with care compassion and respect while providing affordable and accessible servicesJob SummaryWorking 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 careJob ResponsibilitiesProvide 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 clientsEnsure 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 clientManage 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 metricsRecruit onboard and train admissions staff with the goal of achieving optimal service and operational performance levels Work with Leads to develop and enhance admissionsaccess training materials Focus on developing talent and creating an environment where people can start and grow their careerWork 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 excellencePerform other related duties as required including but not limited to traveling to other HHC and Rushford locations as neededWork whereevery momentmattersEvery day more than Hartford HealthCare colleagues 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 Connecticutrsquos most comprehensive healthcare networkRushford Center one of Connecticutrsquos leading providers of addiction and mental health services is nationally recognized for delivering outstanding prevention treatment and recovery programs We offer a wide range of programs including Acute Care and Evaluation Residential Addiction Treatment Individual Group Family Therapy Intensive Outpatient programs and Community Support Programs Through the passion of our specialists we continue to treat every patient with care compassion and respect while providing affordable and accessible servicesJob SummaryWorking 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 careJob ResponsibilitiesProvide 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 clientsEnsure 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 clientManage 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 metricsRecruit onboard and train admissions staff with the goal of achieving optimal service and operational performance levels Work with Leads to develop and enhance admissionsaccess training materials Focus on developing talent and creating an environment where people can start and grow their careerWork 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 excellencePerform other related duties as required including but not limited to traveling to other HHC and Rushford locations as neededBachelors degree in business administration healthcare administration or related fieldMasters degree in business administration or a related field or nursing or psychology is preferredMinimum 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 principlesExperience in the healthcare industry is preferredActive RN in the State of CT is preferredMultilingual is preferredAs a Hartford HealthCare entity Rushford provides eligible employees with an extensive benefits package consisting ofMedical and dental benefitsk plan with employer matchGenerous paid time off with accrual starting on the date of hire including sevenpaid holidaysAdditional voluntary benefits as well as employee discount programs 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 isyour momentBachelors degree in business administration healthcare administration or related fieldMasters degree in business administration or a related field or nursing or psychology is preferredMinimum 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 principlesExperience in the healthcare industry is preferredActive RN in the State of CT is preferredMultilingual is preferredAs a Hartford HealthCare entity Rushford provides eligible employees with an extensive benefits package consisting ofMedical and dental benefitsk plan with employer matchGenerous paid time off with accrual starting on the date of hire including sevenpaid holidaysAdditional voluntary benefits as well as employee discount programs 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 isyour moment