As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

Responsible for the integrity of 24/7 clinical operations for Utah’s integrated crisis response system, this administrative leadership position supervises the daily activities of staff working on the Utah Crisis Line, 988 Chat and Text line, the Utah Warm Line, and/or Salt Lake County Mobile Crisis Outreach Teams (MCOT). Staff that directly report to the incumbent are responsible for assessing individuals experiencing a self-defined crisis, performing screening and triage, offering psycho-social support, and connecting to appropriate resources to stabilize the crisis and reduce suicidal risk for patients. The supervisor is also responsible for coordinating in-service and ongoing education and monitoring quality control in collaboration with the department’s training and quality improvement team; overseeing safety processes; interviewing, hiring and training new staff; evaluating performance and ensuring staff accountability for a healthy, psychologically safe, and patient-centered team culture; and scheduling work shifts or volume-adjusting staff based on patient demand in coordination with the department’s administrative assistant. Services also include collaboration with local mental health authorities in the state of Utah. Collaboration, engagement, and ambassadorship skills with internal stakeholders and external community partners is essential. This position is not responsible for providing clinical patient care. To learn more about Huntsman Mental Health Institute’s (HMHI) lifesaving Community Crisis Intervention & Support Services, visit https://healthcare.utah.edu/hmhi/programs/crisis-diversion/

Corporate Overview: University of Utah Health Hospitals and Clinics is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health Hospitals and Clinics is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million.

• Supervises the daily operations of the department including the interviewing and hiring of staff, training, assisting in the creation of work schedules, and work assignment distribution.
• Enforces the department's written standards of practice, policies and procedures, and initiates corrective action as necessary.
• Evaluates job performance to ensure department job standards are being maintained, to include proactive rounding with staff on shift, 1:1 coaching and feedback conversations, and annual staff performance evaluations for direct reports.
• Resolves problems, provides support, and expedites service to other hospital departments and/ or community partners as appropriate.
• Monitors safety and quality assurance functions by inspecting processes as well as clinical documentation for completeness and accuracy, ensuring compliance with legal/regulatory/billing standards, and proactively identifying opportunities for continuous improvement.
• Maintains department records and prepares monthly reports.
• Monitors, orders, and maintains stock of department supplies and equipment in collaboration with the department’s administrative assistant.
• Participates in hospital committees and meetings, as assigned.
• May assist in budget preparation in collaboration with the finance team and service line manager they directly report to.
• Collaborates with shift leads, behavioral health specialists, and other clinical experts as needed to ensure exceptional patient care delivery.
• Performs additional duties of the department, as assigned.

Knowledge / Skills / Abilities

• Ability to work flexible hours, including weekends and holidays.

• Ability to quickly learn new procedures and processes.

• Ability to prioritize and multi-task in a fast paced environment.

• Ability to develop relationships with patients, co-workers, and internal/external stakeholders.

• Ability to navigate crucial conversations and facilitate conflict resolution to foster a psychologically safe, and patient-centered environment.

• Model the University’s PROMISE (Patient-Centered, Respect, Ownership, Making a Difference, Innovation, Safety, Excellence) Behavioral Standards and operate at a very high ethical level.

• Demonstrated knowledge of HIPAA regulations and ability to ensure patient information is guarded and respected.

• Demonstrated organization, human relations, and effective communication skills.

Qualifications

Required

• Bachelor degree in Health Care Administration, Business Administration, or related area or equivalency.
• Three year of experience in related area, including one year in a supervisor role.

Preferred

• Experience in operations, health care administration, behavioral health care administration, or call center operations.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions