Manager, Connection Center, Primary Care

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Connection Center Manager provides effective leadership over the Connection Center's daily operations for the Yale New Haven Health System (YNHHS) aligned clinician enterprise. The Connection Center Manager oversees all functions of the Connection Center and strategically encourages, motivates, engages, and drives to improve the services provided by the team and ensures the business goals are being met to consistently exceed patient, provider, and internal stakeholder expectations. The Connection Center Manager maintains a professional environment and continually evaluates, identifies, and recommends improvements and process efficiencies to improve productivity and performance.

EEO/AA/Disability/Veteran

• 1. Develops, analyzes, implements, and enhances ongoing initiatives designed to improve the patient, provider, and stakeholder experience and anticipates future needs to deliver solutions. Collaborates and partners with internal leadership, providers, and other key stakeholders.
• 2. Monitors access issues with provider schedules that may impact the patient experience and implements a solution or escalates upward as necessary.
• 3. Provides support and contributes to the resolution and prevention of issues where necessary. Promptly identifies and assesses the primary causes of the problem and communicates to staff any changes in workflows, processes, or policies, etc.
• 4. Provides supervision, oversight, and direction of staff to meet and exceed established service level goals to best serve patient, provider, and internal stakeholder needs.
• 5. Create and implement processes, procedures, guidelines, action plans, and training materials.
• 6. Develops, proposes, and implements budget requirements for departmental staffing and other operational Connection Center functions.
• 7. Oversees the Connection Center team and provides guidance and recommendations for personnel actions or staffing changes.
• 8. Creates, monitors, and communicates staff performance expectations and plans. Administers performance reviews, provides coaching, mentoring, and timely feedback consistently, and assists with performance issues.
• 9. May perform other duties as assigned.

EDUCATION

Bachelors degree in Business, Communication, or related field required. Additional years of experience above the minimum requirements may substitute for educational requirements.

EXPERIENCE

Minimum three (3) years of relevant experience supervising or managing a service-focused team required. Minimum of three (3) years required working within a physician's office/medical practice, hospital, health system, or healthcare environment and familiarity with a call center and knowledge of an Electronic Medical Records (EMR) system preferred. YNHHS employees may substitute three (3) years of internal experience in a clinical/office setting.

SPECIAL SKILLS

Demonstrated proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and an Electronic Medical Records (EMR) system. Ability to comply with the Health Insurance Portability and Accountability Act (HIPAA) while discreetly handling confidential and sensitive patient information. Ability to work effectively, efficiently, independently, and within a team. Advanced knowledge of medical terminology and understanding of different payor types (Medicare, Medicaid, PPO, HMO, etc.). Excellent listening, organizational, multi-tasking, interpersonal, and time management skills with a strong attention to detail. Demonstrated leadership, critical thinking, decision-making, problem-solving, and influencing skills. Demonstrates professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments/areas within the YNHHS aligned clinician enterprise. Accepts and handles unexpected situations and changes calmly and with confidence; adapts in a positive and productive manner. Demonstrated commitment to service excellence. Possesses strong analytical abilities and reasoning necessary to oversee and organize the work of others, identify and solve problems, set priorities, and develop solutions. Guides team members and groups towards desired outcomes, setting high-performance standards and delivering leading quality services. Strong collaboration and relationship-building skills. Familiarity with complex or multi-line phone systems. A demonstrated ability to plan, coordinate, and direct the work of others. Dedication to treating both internal and external constituents as clients and customers maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.

PHYSICAL DEMAND

Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment. Required to travel periodically to clinical practice locations.