Supervisor- Access Center

Hartford HealthCare; Hartford (CT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Tuition Reimbursement

Medical, dental and vision coverage

Generous PTO

Employee assistance and wellness 프로그램

Discounts on services and products

Job summary

Hartford HealthCare is seeking an Access Center Supervisor to lead the Medical Group access team at the downtown Hartford campus. The role oversees daily operations, patient access quality, and staff development in a fast-paced environment.

Based on collaboration with cross-functional groups, you will drive service excellence, total patient satisfaction, and continuous process improvement, while mentoring 15–20 direct reports to achieve department goals in a supportive, on-site setting.

Qualifications

• Associates degree in business administration or related field, or 5 years supervisory experience.
• Minimum 3 years of supervisory experience in a contact center or back-office operations.
• Strong communication skills and leadership experience

Responsibilities

• Provide development, support, and feedback to direct reports to ensure accountability and leadership.
• Monitor departmental goals and hold the team accountable for results.
• Coach team members to meet internal and patient service needs.
• Lead team to achieve objectives and ensure excellence in customer interactions.
• Conduct monthly staff meetings and one-on-ones to discuss issues and improvements.
• Supervise day-to-day operations and manage escalations with cross-functional teams.

Skills

Strong communication skills

Experience leading role

Education

Associates degree in business administration or related field

5 years customer service/contact center supervisory experience

Job description

Location Detail: 100 Pearl Street Hartford (10484)

Shift Detail: Monday-Friday This is an on-site position located in downtown Hartford.

Start here at Hartford HealthCare and be part of something better!

Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do. We invite you to become part of Connecticut's most comprehensive healthcare network.

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.

At Hartford HealthCare We Offer

• Supportive environment to promote professional and interpersonal development and growth
• Tuition Reimbursement up to $5,250.00 after six months of employment and up to 40% tuition discounts with partnering institutions for colleagueANDdependents
• Medical, dental and vision coverage options
• Generous PTO to promote work/life balance
• Employee assistance and wellness programs including astrong focus on promoting mental health
• Discounts on services, products and optional coverages - movie tickets, pet insurance, travel and more!

Job Summary

Working within the Hartford HealthCare Medical Group team and across the broader Hartford Healthcare organization, this individual will collaborate cross-functionally with the broader Access Workgroup teams, as well as groups and stakeholders from specialty practices across the organization. The Access Center Supervisor will oversee the management, development, operations, patient satisfaction and continuous improvement of direct Access Center Representatives.

Key areas of responsibility

• Following direction of Manager, 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.
• Coach team members to ensure development is implemented to meet or exceed the needs of our internal customers and patients.
• Coach 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.
• Supervise the day-to-day operations of assigned team. Accountable to ensure all escalations within the Access Center are handled in an effective and efficient manner transitioning advanced escalations to the manager when appropriate. Work collaboratively with Operations, Quality, and Workforce Management.

Qualifications

Education

Associates degree in business administration or related field of study or 5 years customer service/contact center supervisory experience.

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.

Experience in leading 15-20 direct reports preferred

We 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 - 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.