Clinical Resource Equity Supervisor

Our Mission: To bridge every community in Arizona through healthcare innovation.

Our Team: The Arizona Reach program is a 24/7 service that coordinates acute medical care transfers out of IHS, PL 93-638, and critical access hospitals across Arizona. AZ REACH streamlines the transfer process by facilitating calls for placement, connecting practitioners, and following through on placement progress, allowing referring facility team members to focus on care. Come join a team that not only saves practitioners time, but it also saves patient lives.

Your Role: The Clinical Resource Equity Supervisor is responsible for overseeing the daily operations of the Coordination Hub, ensuring efficient coordination of activities, and maintaining high standards of service, accuracy, and compliance. This role provides leadership and guidance to team members, facilitates communication between internal and external stakeholders, and ensures timely, effective, and patient-centered processes. The Supervisor also monitors performance metrics, supports process improvements, and ensures adherence to organizational policies and regulatory requirements.

Must be able to complete and pass a federal background check.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

• Supervise the day-to-day activities of staff, ensuring a high level of productivity.
• Develop and manage staff schedules to optimize operational efficiency, ensuring appropriate skill mix and coverage to meet service demands.
• Monitor staff attendance, scheduling adherence, and timecard accuracy to support efficient operations and ensure compliance with payroll and labor requirements.
• Monitor key performance indicators (KPIs), including intake times, telephony performance metrics, service lines, and outcomes; analyze trends and implement process improvements as needed.
• Ensure compliance with all regulatory requirements, organizational policies, and applicable standards.
• Develop, implement, and maintain Standard Work Instructions (SWI) ensuring consistency and operational excellence.
• Conduct regular quality assurance reviews and audits of processes and documentation to maintain accuracy and high service standards.
• Select, train, coach, motivate, conduct performance evaluations, and direct the workflow of the team.
• Continuously monitor the functioning of the REACH Program and recommends changes to operational procedures as necessary.
• Interpret and execute transfer requests to determine equipment and services required for a safe and smooth patient transfer.
• Organize and deliver all clinical services as directed by clinical representatives of the Arizona Centralized Transfer Line.
• Determine if best to use external or internal resources based on factors which include but are not limited to urgency, system saturation, recent activity, and clinical expertise.
• Act as an integral member of the centralized transfer line for patient transfers throughout the continuum.
• Compile and prepare documentation related to appropriate sequence of events so as to provide quality transfers efficiently.
• Coordinate with internal personnel and external agencies to address continual demand for patient transfer and maintains a list of anticipated needs and projected resources in a complex environment.
• Receive, verify, and provide ongoing follow-up requests and referrals/orders.
• Enter, maintain, and archive data in computer files for organizations as required using multiple software platforms.
• Build referrals using information in patient medical record to provide minimum data necessary to coordinate patient services.
• Identify, resolve and communicate real and potential problems and information to appropriate leadership members.
• Prioritize safe utilization of resources.
• Provide all customers of the state of Arizona with an excellent service experience by consistently demonstrating our core and leader behaviors.

Knowledge, Skills and Abilities:

• Knowledge of medical terminology and human anatomy.
• Ability to stay calm under high-pressure conditions and timelines.
• Ability to provide excellent customer service skills, leadership skills, and ability to multi-task in a fast-paced environment.
• Ability to be detail-oriented and have good organizational skills.
• Knowledge of call center operations, including call routing systems, workforce management, and performance metrics (e.g., service levels, average handle time).
• Knowledge of healthcare processes, medical terminology, and patient transfer coordination.
• Ability to work flexible schedules, including evenings, weekends, and holidays, as needed.
• Knowledge of applicable regulations and compliance standards, including HIPAA and patient privacy requirements.
• Strong leadership and team management skills, with the ability to supervise, coach, and develop staff in a high-volume environment.
• Ability to provide excellent verbal and written communication skills, including the ability to effectively handle escalations and interact with clinical staff, providers, and external partners.
• Strong problem-solving and critical thinking skills, with the ability to make timely decisions in fast-paced or high-pressure situations.
• Demonstrated ability to manage multiple priorities, delegate tasks, and ensure operational efficiency.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 3 years of relevant work experience, or equivalent combination of education and work experience.

• Three (3) years of experience in a leadership role within a healthcare call center environment.