Work where every moment *matters. Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. Rushford Center, one of Connecticut’s leading providers of addiction and mental health services, is nationally recognized for delivering outstanding prevention, treatment and recovery programs. We offer a wide range of programs including Acute Care and Evaluation, Residential Addiction Treatment, Individual, Group & Family Therapy, Intensive Outpatient programs and Community Support Programs. Through the passion of our specialists, we continue to treat every patient with care, compassion and respect, while providing affordable and accessible services. *Job Summary Under the Direction of the Vice President of Clinical Operations the Director of Access provides administrative oversight to all levels of Rushford access to care including customer service representatives, admission specialist in the Call Center, Utilization Management for residential services. The Director ensures high quality care by monitoring metrics and key performance indicators, develops and monitors procedures and policies to ensure clients accessing care receive a exceptional customer services and ease of access. Job Responsibilities 1. Review, revise and develop policy and procedures as they relate to access including eligibility and enrollment of clients. Establish priorities, eliminates impediments, and resolve problems. Monitor performance measures, identify and recommend improvement opportunities. Communicate productivity and customer satisfaction goals and objectives to staff and monitor staff progress throughout the year utilizing effective performance management strategies. 2. Drives positive customer service relationships by identifying customers and their needs ensuring customers’ needs are met, respond appropriately to difficult interactions, and educate staff members on quality customer service. Adhering to metrics set forth in the HHC Matrix and report on Dashboard monthly. 3. Provide consultation and problem-solving techniques regarding utilization and financial goals to all programs. 4. Ensure linkage between program and administrative agency departments effectively and continually communicate with the staff, management and customers to facilitate the flow of information necessary to the success of employees, departments and the organization. 5. Responsible for Admission manager, customer service manager, data collector and utilization department achieve the goals and objectives of the departments within established budgets. Determine future needs, monitor actual progress and allocate resources to meet a changing environment. 6. Serves as a mentor and coach to staff by continuously demonstrating the organization’s core values and principles. Create employee ownership for their careers and success. Provide staff with positive and actionable feedback to maximize the utilization and potential of the organization’s human resources. Supports the Mgr. of Patient Access and Customer Service with performance management and employee relations issues of their staff. 7. Facilitate continuous performance improvement by encouraging innovation, supporting reasonable risk-taking, and being open to new ideas and keeping up to date in the function. Ensures integration of Rushford business needs through the access points of all services. 8. Participate in all program/service system meetings . Maintain client advisory group initiative to ensure client satisfaction and engagement. * Bachelors Degree (business management, clincial or related) * Master's Degree is preferred * Five years’ management-level experience in a multi-disciplinary mental health network, including at least three years’ in an administrative supervisory role. * RN or clinical license (LCSW, LADC, LMFT, LPC) is preferred As a Hartford HealthCare entity, Rushford provides eligible employees with an extensive benefits package consisting of: * Medical and dental benefits * 401(k) plan with employer match * Generous paid time off with accrual starting on the date of hire, including six paid holidays * Additional voluntary benefits as well as employee discount programs * 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: Professional Non-Clinical* *Organization: Rushford *Title: *Director Access - Behavioral Health PAS Ed Registration Location: Connecticut-Meriden-Rushford Center Inc Meriden (10172) Requisition ID: 24157212