1+ months


University of Washington
Seattle, WA 98104


Req #: 167803
Job Location: Harborview Medical Center
Posting Date: 10/14/2019 
Closing Info: Open Until Filled 
Salary: Commensurate with Experience and Education 
Shift: First Shift 

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 UWs School of Medicine. The UW is proud to be one of the nations 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 organizations 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.


  • 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


    Planning and Goal Setting:
  • Sets reasonable short and long- term unit/department goals, which align with the organizations 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.
  • Delegates 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 departments 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/departments 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.

  • Regulatory Management:
  • 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.

  • Financial Management:
  • 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.
    Bachelor's degree in Social Work or other relevant field and Master's preferred.

    A clinical degree and license in Nursing, Social Work or other allied field.

    An appropriate Advanced degree in Nursing, Social Work, Public Health or Business operations.

    Demonstrated management/leadership and program management skills related to health care, psychiatry, behavioral health care, rehabilitation and care management across the systems continuum.

    Effective interdisciplinary and interdepartmental collaboration and service coordination.

    Effective evaluation of departmental and care management processes, practices, policies, and process improvement.

    Demonstrated knowledge of utilization processes, practices and regulations pertaining to the management of rehabilitation, psychiatric and behavioral health programs.

    Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

    The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

    The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.


    Posted: 2019-12-05 Expires: 2020-02-02

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    University of Washington
    Seattle, WA 98104
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