University Director-Referral/Call Center University of Connecticut - 4.2 Farmington, CT Job Details Full-time 1 day ago Qualifications Staff supervision Bachelor's degree Team management

Epic Full Job Description Job Detail Job Title:

University Director-Referral/Call Center Department:

70020-

UMG-Administration Location:

Farmington FTE%: 1 Shift Search #: 2027-482

Closing Date:

09/21/2026

Recruiter:

McNamara, Elizabeth At UConn Health, this class is accountable for directing enterprise ambulatory access operations and initiatives that facilitate timely, coordinated, and patient-centered access to services. The role establishes access strategy, operational priorities, service standards, and resource requirements across functions, including call center operations, referral and navigation services, scheduling, and related access programs.

SCHEDULE

Fulltime, 7:30 a.m. to 4:30 p.m., must have flexibility based on departmental needs.60 minute unpaid meal break

SUPERVISION RECEIVED

Receives administrative direction from the Vice President for Ambulatory Services and Chief Operating Officer.

SUPERVISION EXCERSIZED

Directs staff and operations of the ambulatory access program.

EXAMPLES OF DUTIES

Directs staff and operations of enterprise ambulatory access functions including contact centers, referral and navigation services, scheduling, and other access programs; Establishes access goals, operational priorities, service standards, and annual work plans aligned with organizational strategy and patient needs; Leads the development, implementation, and monitoring of strategies and performance measures to improve access, referral and navigation processes, scheduling effectiveness, service utilization, and patient experience; Develops access policies, procedures, workflows, and service models; Maintains and cultivates relationships with clinical leaders, operational leaders, community-based practices, external organizations, and other stakeholders; Directs the business requirements, technology strategy, and operational design for access-related systems, services, and initiatives; Represents the access function in organizational planning and cross-functional initiatives; Develops and administers departmental budgets, allocates resources, and advocates for future resource needs; Ensures that access services promote courteous, equitable, efficient, and patient-centered interactions and that processes appropriately address the needs of patients and families; Advises leadership on ambulatory access performance, capacity, emerging needs, and opportunities and recommends strategies to mitigate risk, address barriers, and drive continuous improvement; Provides employee coaching, training, and performance improvement; Leads the recruitment and hiring of staff, including outreach, interview, and selection; Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

Considerable knowledge of: Principles and practices of healthcare operations and ambulatory access, referral enters and EPIC Relevant state and federal laws, regulations, and standards applicable to healthcare operations and patient access Ability to apply management principles and techniques.

Considerable skills in:

Interpersonal skills Oral and written communication Public speaking and formal presentations Developing and maintaining internal and external partnerships Ability to: Develop and execute departmental strategy and align resources to organizational priorities Influence senior stakeholders and negotiate complex issues Anticipate future departmental needs and develop long range plans

GENERAL EXPERIENCE

Bachelor's degree in nursing and seven (7) years of progressively responsible experience in healthcare management, ambulatory operations, patient access, healthcare contact center operations, or a related field.

SPECIAL EXPERIENCE

Two (2) years of the General Experience must have been in a supervisory or managerial capacity with responsibility for an ambulatory access function or program.

SUBSTITUTION ALLOWED

A master's degree in health care administration, business administration, nursing, public health, or a closely related field may be substituted for one (1) additional year of General Experience.

WORKING CONDITIONS

Incumbents in this class may be exposed to disagreeable conditions, stress, and demands for critical or urgent actions. Work is performed primarily in a professional office or healthcare environment and requires use of computer systems and standard office equipment. Work may involve periods of prolonged sitting, standing, walking, and the ability to review detailed information on computer screens. The position may require work beyond normal business hours to meet operational needs along with possible travel to offsite locations.

WHY UCONN HEALTH

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.