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Job Title:

Manager Access Center

Department:

RUMG PRIMARY CARE CALL CENTER

Shift:

1st

Full/Part:

Active Regular FT (72 to 80 hours per pay period)

Specialty:

Call Center

Job Number:

2023-1834

Job Description:

Rush University Medical Center

Manager Access Center

Work Hours: 8:00am - 4:30pm

Position Highlights:

• The RUMG Access Center Manager will operationalize the access, growth and customer service strategy for patients and family as it relates to a centralized call center approach. The RUMG Access Center Manager is responsible for the development, daily operations, performance metrics, and outcomes of the medical group's established and growing Access Center, which receives all incoming calls from medical practices and marketing brand lines. This includes hiring, training and managing Access Center staff, as well as developing and implementing Access Center policies, procedures, workflows, and reports. The success of this position will be measured by the Access Center's ability to provide consistent and sustainable excellence in customer service, while achieving performance metrics. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Position Responsibilities:

• Focus and supervisor within outpatient radiology scheduling team.

• Executes Access Center operational strategies; demonstrates innovation in identifying best practices in the industry and in implementing those best practices within the department.

• Implements quality improvement programs, processes and workflows within the Access Center.

• Works closely with marketing leadership and IS leadership, developing effective and collegial team partnerships.

• Assists marketing administration with identifying needs and opportunities to support growth of the medical center.

• Evaluates and enhances Access Center systems in collaboration with the IS department.

• Recruits, selects, orients, and trains high performing employees to ensure the very best in customer service in all phone interactions.

• Monitors the financial performance of the Access Center and collaborates with administration to prepare budgets.

• Tracks productivity and performance by collecting and analyzing data, producing relevant reports and tracking trends.

• Develops and maintains professional and technical knowledge of Access Center operations and management.

• Promotes a work environment that includes open communication, collaboration, service excellence, and a team approach.

• Achieves RUMG Access Center organizational goals while building and growing the program.

• Performs other job related assignments as required.

Required Job Qualifications:

• Bachelor's degree in a related field.

• Minimum one to three years' experience in Radiology \ Diagnostic Operations.

• Minimum two years' direct staff management experience.

• Strong analytical, organization, and problem-solving skills.

• Effective verbal and written communication skills.

• Excellent interpersonal skills.

• Proficient with Microsoft Office applications (Excel, Word, and PowerPoint).

• Strong desire and ability to build a program and develop staff.

Preferred Job Qualification:

• Radiology and diagnostic environment.

• Prior experience is a call center environment.

Competencies:

• Leadership

• Integrity

• Problem Solving

• Time Management

• Change agent

• Results driven

• Self-motivated and self-directed

Company Highlights:

• Ranked among the top academic medical centers in the country, Rush University Medical Center is an outstanding place to enhance your career. Everything we do centers on one goal: improving patient care.

• Leading academic medical center, acute care hospital w/ 664 licensed beds.

• Ranked among the top 20 "Best Places to Work" by Indeed.

• In U.S. News & World Report's 2017-2018 Best Hospitals issue, Rush ranked among the top 50 hospitals in 8 of 16 categories.

• Rush University Medical Center received five stars in a quality rating system by the federal Centers for Medicare and Medicaid Services (CMS). Rush University Medical Center is the only five-star academic medical center in the Chicago area.

• Rush has been named one of the 100 Top Hospitals in the country by Truven Health Analytics three times.

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.