Manager Patient Access - Behavioral Health

Location Detail: Rushford Center Inc Meriden (10172)

Work where every moment matters.

Every day, more than 40,000 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 Connecticut’s most comprehensive healthcare network.

Rushford Center, one of Connecticut’s 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 services.

Job Summary

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.

Job 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.

Qualifications

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

As a Hartford HealthCare entity, Rushford provides eligible employees with an extensive benefits package consisting of:

• 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

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.