Director, Access and Response Center

 •  HCA Salt Lake City, UT

5 - 7 years experience  •  Patient Care

Salary depends on experience
Posted on 08/10/17
Salt Lake City, UT
5 - 7 years experience
Patient Care
Salary depends on experience
Posted on 08/10/17

GENERAL SUMMARY OF DUTIES – The Director, in conjunction with the Regional VP of BHS Operations, provides direct oversight and management of the daily operations of the patient access functions, clinical education, quality management, performance improvement, and all activities related to the assessment and disposition of behavioral health patients referred or presenting to the facility.

  SUPERVISOR –Regional VP of BHS Operations 

SUPERVISES – Directly supervises assessment staff, call center staff, administrative support staff.


  • Oversees the routine operation of the clinical team responsible for behavioral health related calls, inquiries, referrals and assessments to assure the efficient and expedient delivery of services based on patient need.

  • Assures documentation is completed accurately, completely and timely.  Assures quality and process improvement based on the documentation and reports out all key information regarding the department’s performance.  Accurately tracks referral information and reports out effectively.

  • Provides performance and volume reports routinely to facilities served, leadership, and medical staff and participates with facilities in performance improvement activities.

  • Acts as the liaison for behavioral health services to all stakeholders taking a lead role in process and performance improvement and the delivery of high quality services.

  • Initiates and facilitates outreach activities designed to increase scope and reach in alignment with the division outreach activities.

  • Works collaboratively with all other departments including the sales team to respond to feedback, improve customer service, support the development of new programs and services, and to perform outreach activities as needed.

  • Responsible to assure all employees under supervision perform their job duties appropriately

  • Organizes and leads monthly department meetings retaining attendance, agenda and minutes

  • Manages the competency program for the employees according to facility policy and is responsible to identify competency components required for successful performance in the job roles

  • Responsible for monthly reporting of all volume, metrics, and other information as required

  • Develops and maintains policies, procedures, and written guidelines for the department

  • Communicates information and changes to all employees

  • Supports facilities with appropriate response times and quality care as requested by the medical staff

  • Attends meetings as appropriate to inform, participate, and lead behavioral health initiatives related to patient access

  • Develops and/or coordinates clinical training and education for clinical staff to assure ongoing clinical effectiveness

  • Implements quality monitoring for all clinical work within the department

  • Works with the directors of the emergency departments and other units to support their needs for assessment and patient flow

  • As the leader for all assessment and response activities actively joins efforts to improve processes across the division

  • Ensures patient rights and confidentiality

  • Provides input, suggestions and support appropriately

  • Participates as an active member of the multidisciplinary team

  • Completes additional duties as assigned

     KNOWLEDGE, SKILLS AND ABILITIES                                                                                                                      Possess a thorough knowledge of current behavioral health concepts, principles and methods of treatment
  • Understand and be able to train on all the state and federal standards regarding behavioral health assessment, petition, medical screening and patient rights

  • Demonstrates the ability to lead people, bridge conflicts, and work within a multi-disciplinary team to motivate the best performance in others                                                                                               

  • Ability to follow established policy and procedures when performing job functions

  • Ability to demonstrate good judgment

  • Possess good communication skills verbal and written

  • Possess good organization skills and be able to act on multiple tasks.

  • Demonstrates ability to prioritize

  • Ability to interact and communicate with others in a way that promotes a positive and cooperative work environment

  • Ability to channel concerns appropriately



  • Master’s Degree in Social Work or related field in which a license and holds a professional licensure as an independent mental health professional


  • 3 years’ experience in a behavioral healthcare setting performing clinical assessments or in a clinical treatment setting
  • 5 years in a supervisory role evaluating staff performance and implementing program initiatives

  • Prefer experience in emergency department behavioral healthcare and managing clinical staff


  • Licensed to perform clinical assessments to determine level of care needs and to diagnose according to the current version of the Diagnostic and Statistical Manual, strongly preferred. License eligible with equivalent experience may be considered by exception.
  • Must hold and maintain current licensure as a mental health professional, such as Licensed Professional Counselor (LPC), Licensed Clinical Social Worker (LCSW), Licensed Master Social Worker (LMSW), or Licensed Marriage and Family Therapist (LMFT),
  • Or RN license (RN requires at least 3 years in an applicable mental health environment).


  • Position requires ability to lift up to 25lbs
  • Requires normal range of hearing and eyesight

  • Requires the ability to travel by automobile in the service area on a regular basis

  • Position includes overnight travel on occasion

  • Work is performed in clinical and business environments

  • Work may be stressful at times

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