Manager Access Center - Rush : Job Details

Location: Chicago, ILHospital: Rush University Medical CenterDepartment: Access Center Specialty CareWork Type: Full Time (Total FTE between 0.9 and 1.0)Shift: Shift 1 Work Schedule: 8 Hr (8:00:00 AM - 5:00:00 PM) Rush offers exceptional rewards and benefits learn more at our Rush benefits page.Summary:The RMG Access Center Manager will operationalize the access, growth, and customer service strategy for patients and families, utilizing a centralized contact center approach. This role oversees the development, daily operations, performance metrics, and outcomes of the Rush Access Center, which handles all incoming and outgoing communication channels for medical practices and the Rush vanity line. Key responsibilities include hiring, training, and managing Access Center staff, as well as developing and implementing policies, procedures, workflows, and reports. Success will be measured by the Access Center's ability to deliver consistent, sustainable excellence in customer service while achieving key performance metrics. The Access Center Manager will exemplify the Rush mission, vision, and values, acting in alignment with Rush policies and procedures.Other information: Bachelor's degree Certified Healthcare Access Associate (CHAA) required within 12 months after hire. Minimum of three years of relevant healthcare, hospital or patient care delivery experience required. Minimum of two years' direct staff management experience. Strategic leadership and business plan development experience. Ability to drive departmental growth. Ability to anticipate problems/issues in a complex environment and mitigate the impact on the department. Strong communicator with the ability to influence and develop trust of providers and clinical/non-clinical staff. Keeps up with current developments and trends in areas of expertise. Strong analytical, organizational, and problem-solving skills. Proficiency with Microsoft Office applications (Excel, Word, PowerPoint). Ability to prioritize tasks and projects effectively. Strong interpersonal, verbal, and written communication skills. Demonstrated leadership in employee engagement, service recovery, and change management. Demonstrated ability to build programs and develop staff.Preferred Job Qualifications: Master's degree preferred. Certified Healthcare Access Management (CHAM) preferred. Prior experience in a contact center environment. Prior experience in an academic medical center preferred. Experience with Epic, Salesforce and Genesys platforms.Disclaimer:The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.Responsibilities:implementing industry best practices.o Develops and manages Access Center systems and tools in collaboration with the IS department, leveraging platforms like Salesforce and Genesys to optimize patient interactions and workflow efficiency.o Tracks productivity, performance, and financial metrics by analyzing data and producing relevant reports to monitor trends and outcomes.o Partners closely with medical practice leadership, fostering effective and collaborative team relationships.o Routinely evaluates scheduling resources (manuals, decision trees, subgroups, etc) for opportunities to improve access to care and scheduling efficiency.o Provides department leadership to achieve Rush strategic priorities, goals, and change initiatives. Influences the development and implementation of short and long-term strategic plans for the Department. Develops long-term strategic & operational staffing plan.o Translates goals into actionable business tactics aligned with the strategic plans of the department, medical group, hospital, and medical center. Data Management:o Analyze data to interpret and prepare reports on Access Center performance for relevant stakeholders. o Utilize data to identify trends, inform decision-making and implement improvements.o Use data to collaborate with capacity management and clinic operational leaders to improve access to care.o Monitors key performance indicators, scorecards, and patient feedback at a departmental and individual level to ensure the data and that the department remains on course to meet or exceed operational goals. Team and Employee Engagement:o Recruits, selects, orients, and trains high-performing staff to ensure exceptional customer service in all phone interactions.o Leads efforts to promote a positive workplace culture with a focus on employee engagement, team collaboration, and open communication.o Develops strategies for employee retention, professional growth, and continuous feedback through constructive criticism, mentorship, and support.o Demonstrates strong emotional intelligence in managing team dynamics and resolving conflicts. Customer Service and Quality Improvement:o Leads initiatives in de-escalation, service recovery, and conflict resolution, ensuring effective communication and problem-solving in customer interactions.o Implements quality improvement programs and workflows aimed at enhancing the overall patient experience.o Investigates complaints, conducts root cause analysis, and drives service recovery efforts.o Ensures proper documentation, routing, and resolution of patient inquiries through integrated systems, while staying up to date on system functionalities. Change Management and Innovation:o Facilitates change management efforts within the Access Center, driving improvements in processes, technology, and team performance.o Encourages a culture of continuous improvement and innovation by identifying opportunities for enhancing Access Center operations.o Prioritizes initiatives to meet evolving organizational goals, ensuring alignment with RMG's access and growth objectives. Communication and Problem-Solving:o Effectively communicates across various levels of the organization, ensuring clarity and transparency in both verbal and written communication.o Demonstrates strong problem-solving skills, prioritizing tasks and projects in a fast-paced environment.o Acts as a resource for conflict resolution and offers strategic solutions to operational challenges.o Provides training and support on systems and processes to optimize team performance and ensure operational efficiency.o Maintains a collaborative relationship with physicians, departmental providers, administrative, academic, clinical, and research leaders regarding operational, marketing, and strategic issues.Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.