As the region's only Level I Trauma center, Harborview Medical Center (HMC) is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally-and medically- vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine. The UW is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Harborview Medical Center's Mental Health and Addiction Services has an outstanding opportunity for a 100% Full-Time Manager of Program Operations/Program Operations Specialist.
This position is directly responsible to the Manager of Housing & Community Services and is expected to exercise independent judgment to be accountable for overseeing the emergency services high utilizer programs, by coordinating and supervising day to day clinical operations of the programs to insure adherence to the organization’s mission, vision, values, strategic goals, and business strategies. This position has direct oversight of high utilizer programs, which includes but is not limited to Harborview High Utilizer Program and Harborview Super Utilizer Program. This position will also be responsible for providing clinical supervision to masters level clinical staff and peer counselors. This position is responsible for emphasizing service excellence, patient safety, staff safety and organizational integration, and provides the service areas leadership and expertise. This position has responsibility for oversight and implementation of various contracts.
PRIORITY POSITION RESPONSIBILITIES
Direct supervision of high utilizer staff
Provides 1:1 and group supervision to staff providing certain therapeutic modalities
Direct clinical supervision of non-licensed masters level clinical staff
Representing Harborview at various hospital, community and county meetings as assigned
High Utilizer Contract oversight and implementation
Ensuring consistent practice related to quality improvement
Overseeing and participating in the development and distribution of policies and procedures to enhance program business operations and meet regulatory requirements
Participation on the leadership team of HMHAS
Serves as On-Call supervisor on a scheduled rotational basis.
Provides leadership back up to other leadership staff at HMHAS as needed
OVERALL JOB RESPONSIBILITIES
Planning and Goal Setting:
Sets reasonable short and long- term unit/department goals, which align with the organization’s mission, vision, values and strategic goals.
Monitors performance toward goals and makes adjustments as necessary to accomplish.
Integrates concepts of the value compass and continual performance improvement into planning, processes and practices.
Solicits and considers customers’ (physician, staff, patient, family, other department) input for unit/department planning
Integrates changes in regulatory bodies’ requirements into policies, procedures, and practices as necessary.
Leadership and Professionalism:
Promotes organizational philosophy.
Delegate’s assignments/duties/committees to appropriate individuals/groups with consideration for appropriate levels of responsibility and authority.
Provides leadership to appropriate divisional and organizational committees, taskforces, and work teams.
Provides appropriate participation in the development and maintenance of unit/department and interdepartmental policies, procedures, and protocols to guide the service lines and department’s practices.
Models service excellence in daily practice.
Provides timely, ongoing, bi-directional communication to unit/department on management issues and goals.
Responsible for own professional learning needs including attendance at relevant educational offerings, completion of annual evaluation and competencies.
Accountable for unit/department’s service priorities, service excellence and goal success.
Has a strong reputation for running a quality unit/department.
Organization/Time Management/Decision-Making and Problem Solving:
Establishes effective work priorities, methods and project flow for self and assigned workforce.
Runs effective meetings, teams, etc that produce tangible, timely results.
Meets deadlines, project goals, and follows up on departmental/clinical/satisfaction issues in a timely manner.
Displays resourcefulness and innovation in decision-making and problem solving.
Demonstrates ability to consider the impact of unit/department-based decisions and actions on the overall organizational philosophy and goals.
Orchestrates change to improve clinical and organizational outcomes.
Internal Relations and Team Planning:
Promotes an open, respectful, collegial, fun, working environment with other managers.
Resolves conflicts tactfully, flexibly and diplomatically.
Demonstrates ability to compromise, cooperate, and negotiate appropriately.
Demonstrates maturity, poise, responsiveness and judgment in day-to-day activities.
Collaborates and promotes team building with all disciplines and departments.
Inspires teams and individuals to give their best to achieve desired patient, team and organizational outcomes.
Respects and welcomes diversity in team members’ backgrounds and contributions.
Human Resources Management
May mentor, coach, or develop staff for customer service, systems knowledge and service excellence standards.
Hires based on behavioral interviewing techniques for right person to right role.
Creates an environment that is conducive to staff support, growth and satisfaction.
Maintains accessibility, response, and follow-through with operational systems and processes.
Motivates, stimulates and positively influences others.
Maintains competent employees through the orientation, evaluation, feedback, continuing education, competency standards and formal disciplinary action processes.
Keeps up-to-date on employee evaluations.
Provides a range of mechanisms for staff to voice concerns, give feedback or make suggestions.
Demonstrates appreciation of the organizational value of a diverse workforce.
Maintains appropriate staffing to fulfill service priorities.
Demonstrates knowledge and skill in working with labor issues/concerns.
Maintains all necessary paperwork (personnel files, leave records, PAF updates, etc.) for unit/departmental employees.
Maintains a safe environment, identifies and reports all safety related issues to the proper departments.
Uses HMC policy and procedures, reference manuals and qualified resources for guidance.
Responds appropriately to emergency situations and drills.
Ensures unit/department practices are compliant with regulatory agencies and standards.
Intervenes to address illegal/unethical/unprofessional professional practice of any member of the health care team.
Ensures an environment that compels compliance with regulatory laws and standards.
Provides input into capital and operational budgets.
Routinely monitors, manages and controls responsible budgets reporting variance as appropriate.
Develops standards for and monitors productivity and fiscal reimbursements across the service lines.
Promotes operational continuity from clinical to fiscal interventions.
Manages resources effectively to cover priority needs.
Anticipates and works with Administrator on variances based on unanticipated changes that will affect budget.
Patient Care and Utilization Management:
Maintains clinical knowledge base related to clinical area and practice standards for assigned areas.
Maintains appropriate age specific competencies for assigned areas.
Incorporates into decisions that affect clinical practice current trends in care delivery, human error, patient safety, technology, patient population, and economic climate.
Acts as a timely resource for staff in complex problem solving involving patient and family issues.
Actively elicits patient/family/physician/other discipline perceptions of care and makes changes for improvements.
Participates in clinical benchmarking, studies, and pilots for the improvement of patient safety and quality outcomes.
Collaborates with relevant other clinical disciplines to assess and address the needs of patient populations served.
Maintains professional relationship through memberships in professional organizations, networking, and high professional visibility (certifications, speaking, publishing, etc.)
As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position click here.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.