Rush University Medical Center · 11 hours ago
Access Program Manager-24226
United States
Full-time
Remote
Senior Level
$45.59/hr - $74.19/hr
5+ years expRush University Medical Center is seeking an Access Center Program Manager to oversee the strategic management and operational effectiveness of the Access Center. The role involves direct responsibility for workforce management, healthcare applications, digital transformation, and data analytics, aiming to enhance service quality and drive innovation through collaboration with various stakeholders.
Clinical TrialsEducationHealth CareMedicalTraining
Responsibilities
Directly manages the following programs within the Access Center: workforce management, IVR, data analytics, Salesforce CRM, Online scheduling (Open & Direct), and the Access Center’s digital front door
Leads operational improvements in visit adherence and online scheduling optimization
Lead efforts to gather, analyze, and interpret data to drive decision-making, improve service delivery, and measure performance
Implement data analytics tools to generate actionable insights related to contact center performance, patient satisfaction, workforce utilization (~250+ employees), and operational effectiveness
Monitor and analyze workforce an key performance metrics (e.g., service level, abandonment rate, call volume, resolution time, wait times) and use insights to drive operational efficiency and staffing levels
Develop and present dashboards and reports for senior leadership to track KPIs and ensure continuous improvement
Directly impacts operational results across the Rush system through leading and delegating deep dive analyses of access initiatives to increase patient visits
Acts as a thought leader in the development and implement programs, services and events designed to address the changing needs of the community and stakeholders
Oversee the integration and utilization of healthcare applications within the Access Center to ensure smooth operations and superior service delivery
Works collaboratively with Medical Group leadership, physicians, and operational leaders to support standardization of data reporting for the purpose of operational efficiency, improved access and favorable business outcomes
Develops and implements a partnership and engagement strategy which is aligned with the mission, vision goals and strategies
Coordinate with other departments to ensure the Access Center’s programs and initiatives are fully integrated across the organization
Coaches other leaders across the Rush system on how to interpret, understand, and impact access metrics
Identifies and build relationships with leaders and key based organizations for potential partnerships, including residents, nonprofit agencies, neighborhood organizations, educational institutions, and government
Provides strategic guidance and input to leadership regarding the development and implementation of programs and initiatives, to ensure the perspectives and impact on our key partners are understood and addressed
Drive and manage Access digital transformation initiatives aimed at automating and streamlining processes, enhancing patient and provider engagement, and improving overall service delivery
Collaborate with D&IS, marketing, and other departments to implement digital solutions, such as chatbots, mobile applications, and self-service portals, to improve customer experiences
Establishes consistent, objective program performance standards of accountability, including program evaluation
Develops and implements a system to manage and evaluate the skill, experience and professional development needs of all staff
Instills a sense of accountability among team members by modeling tight oversight of individual and organization performance standards
Works with staff to develop objective performance measurements across all programs to ensure consistent, high-quality evaluation, and goal setting for all employees
Perform other related duties as assigned
Qualification
Required
Master's degree in community health, public policy, community organizing and advocacy, social work, non-profit management or related area
5 years of program management experience
Supervisory or management experience
Understands and/or has had an opportunity to work on equity issues in healthcare, social services, law, policy or other related areas
Proven experience in workforce management, healthcare application implementation, and digital transformation initiatives
Demonstrated success developing and evaluating program models and selecting and successfully operationalizing innovative programs
Proficient in using technology as a management-reporting tool and experience working with information technology staff to develop and implement program evaluation systems
Strong project management skills managing complex, multi-faceted projects resulting in measurable successes and program growth
Strong planning and implementation skills, including problem solving and troubleshooting skills
Ability to work both independently and as part of multi-functional, multi-organizational teams
Experience having worked with a high-performing, collaborative, constructive peer group
Demonstrated results in managing through complex systems and proven experience negotiating win-win agreements
Experience working with multiple stakeholders who may have conflicting priorities
Experience working with diverse teams
Excellent verbal and written communication skills with exceptional attention to details
Preferred
Epic Cadence Certification
Company
Rush University Medical Center
Rush University Medical Center offers healthcare services for children and adults, clinical trials, medical education and training services.
10001+ employees
H1B Sponsorship
Rush University Medical Center has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (64)
2024 (85)
2023 (64)
2022 (81)
2021 (65)
2020 (66)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Parkinson's Foundation
2023-07-25Grant
Leadership Team
Richa Gupta
Chief Operating Officer, Rush University Medical Group
Courtney Cole Kammer
Senior Vice President, Chief Human Resources Officer
Recent News
GlobeNewswire
2026-01-02
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