"Alerted.org

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.   Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between. Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties. At Hartford HealthCare Medical group 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 colleague AND dependents * Medical, dental and vision coverage options * Generous PTO to promote work/life balance * Employee assistance and wellness programs including a strong focus on promoting mental health * Discounts on services, products and optional coverages – movie tickets, pet insurance, travel and more! With our new state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence. At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time. Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter. Become an Access Champion and join us on our journey to YES! *Job Description:* The Director of Quality and Training will build and maintain a solid and sustainable quality infrastructure for the Hartford Healthcare Access Center (AC). This position will centralize and standardize all related quality initiatives as well as help develop, update and oversee all training of Access Center champions. The Director of Quality and Training will collaborate with AC business leaders to set the direction for quality and training to assure standardization, communication, and consistency. The Director of Quality and Training will provide direction for the Quality Program, including implementing an effective methodology, defining evaluation criteria, administrating the quality recording system, overseeing calibration exercises, maintaining a Quality Definitions Document, and working closely with Access Center supervisors and coaches. They will play a lead, visible, and hands-on role in the design, development, and implementation of the Quality Assurance program. This position will support process analysis related to the interactions and transactions handled in the AC through call recording and dashboard analytics. This position will oversee the Learning and Performance team to assure a high quality experience for patients and providers by identifying both training and process improvement opportunities in order to enhance the AC brand. In addition to overseeing communication/ information distribution within the AC, this position will calibrate with other team members and inform AC leadership of trends that arise. *Minimum Requirements* *Education* Bachelor’s degree in business administration or related field of study or 12 years customer service/Quality Management/ Training/ Contact Center management experience. *Experience* Minimum 10 years of management experience in the contact center industry, quality management operations/employee training or a combination of including an understanding of telephony, quality programs and workforce management principles. 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.* **Job:** **Management / Administration* **Organization:** **Hartford HealthCare Medical Group* **Title:** *Director, Access Center- Quality & Training* **Location:** *Connecticut-Farmington-9 Farm Springs Rd Farmington (10566)* **Requisition ID:** *25162654*