PSN Hub Nurse Manager - Provider Connect

University of Utah Health•Salt Lake City, UT

10d•Onsite

About The Position

This position manages the operations and strategic planning of human resources, customer/patient services, and financial management for their assign nursing unit. In support of the organization's goals and mission, the incumbent supports the CNO and Nursing Director in leading the functions of their assigned area. The Nurse Manager works directly with nursing leadership to ensure patient safety and quality of care. This position may be required to access and administer medications within their scope of practice and according to State Law. The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes. The Nurse Manager, Provider Connect Team leads the centralized hub responsible for acute patient transfer coordination, provider-to-provider consult triage, and telehealth facilitation — the primary relationship and communication bridge between University of Utah Health and partnering clinicians, both within and across the region. This role integrates the Acute Care Line (ACL), TeleHub, and Transfer Center functions into a single, accountable team supporting 24/7/365 coverage for inpatient transfers, tele-services, co-management, and consults, ensuring streamlined access, strict regulatory compliance, and seamless interdisciplinary communication. The Nurse Manager translates PSN Hub strategy and system-level standards into day-to-day operations, ensuring provider-directed interactions are timely, clinically sound, and consistently delivered. This role carries direct accountability for staffing, clinical coverage models, workflow and algorithm standardization, regulatory compliance, budget performance, and team development — balancing daily tactical coordination, operational management, and strategic health-system alignment as the operational link between frontline coordination staff and the PSN Hub Leadership Team.

Requirements

Ability to perform the essential functions of the job as outlined above.
Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of the department.
Knowledge of assigned department's area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors.
Bachelor's of science in Nursing.
Three years of nursing experience.
Current license to practice as a Registered Nurse in the State of Utah, or obtain one within 90 days of hire under the interstate compact if switching residency to State of Utah. Must maintain current Interstate Compact (multi-state) license if residency is not being changed to Utah.
Current RQI Healthcare Provider eCredential through the University of Utah Health RQI system. The eCredential is to be obtained within 30 days of hire.
Additional license requirements as determined by the hiring department.
Current, active, unrestricted Utah RN license (or compact multistate license recognized in Utah), in good standing.
BSN required; MSN highly preferred.
Minimum of 3–5 years of acute clinical nursing experience, ideally within an Emergency Department (ED), Intensive Care Unit (ICU), or Critical Care environment, or equivalent experience in an acute care, transfer center, or care coordination setting.
Demonstrated or progressive leadership experience (e.g., charge nurse, supervisor, or manager), including direct staff supervision and accountability for 24/7 clinical operations, staffing models, escalation pathways, and on-call coverage.
Strong working knowledge of clinical triage, transfer, and consult workflows in an academic medical center or comparable health system.
Basic Life Support (BLS) certification required.

Nice To Haves

Master's degree in Nursing.
Prior experience operating in an access center, patient logistics hub, transfer center, or case management department.
Familiarity with Epic configuration as it relates to referral, transfer, and consult workflows.
Experience leading change management initiatives involving workflow standardization and team integration.
Certification in nursing administration, ambulatory care, or a related specialty (e.g.,NE-BC, CENP)
Experience leading nursing teams within a Magnet-recognized or Magnet-seeking organization, including participation in shared governance structures and nurse-sensitive indicator reporting.

Responsibilities

Performs to required standards for job specific responsibilities and technical competencies.
Hiring, training, developing, and communicating with staff.
Responsible for developing, monitoring and achieving budget goals.
Manages labor and non-labor expenses to budget or flex budget.
Manages revenue to budget to maximize potential revenue.
Responsible for patient satisfaction scores within assigned area(s).
Responsible for upholding PROMISE standards of direct reports and team members.
Responsible to achieve quality goals for assigned area(s).
Manages and promotes continuous process improvements in assigned area(s).
Responsible to provide staff feedback on performance, including on-time appraisals and coaching.
Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.
Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.
Direct daily operations of the Provider Connect Team, ensuring uninterrupted 24/7/365 clinical and coordinator coverage for transfers, tele-services, co-management, and consults.
Own the tiered coverage/escalation model (PSN Clinical Nurse Coordinator → PSN Nursing Supervisor → Transfer Center fallback), ensuring each tier is adequately staffed, trained, and activated appropriately.
Oversee integration of ACL, TeleHub, and Transfer Center workflows into a unified intake and triage process, reducing handoffs and eliminating coverage gaps between previously siloed teams.
Ensure staff apply validated clinical criteria and algorithms across transfer, consult, and telehealth calls; partner with care lines to develop and maintain accurate acceptance algorithms.
Monitor physician call-routing systems to facilitate real-time communication between referring providers and on-call accepting specialists; provide real-time coaching and call review for PSN Hub staff.
Coordinate specialty transport logistics with AirMed and other transport partners to ensure safe, timely transit for complex patients (e.g., ECMO).
Partner with Patient Placement leadership, bed board staff, and the Clinical Nursing Supervisor to ensure patients are placed at the correct level of care in the most timely manner.
Monitor and manage delayed-transfer mitigation processes and complex transfer escalations in partnership with clinical and administrative leadership.
Provide direct leadership to PSN Nursing Supervisor(s), PSN Clinical Nurse Coordinators, and PSN Non-Clinical Coordinators, including recruitment, onboarding, professional mentoring, and annual performance evaluations.
Build and maintain schedules ensuring appropriate 24/7 staffing levels aligned with transfer and consult volume, driven by KPIs.
Lead hiring, onboarding, and staggered ramp-up of new Provider Connect Team FTEs, including staged onboarding cohorts for clinical and non-clinical roles.
Scale staffing decisions using demand-based metrics, including call abandonment rate targets (<5%), programmatic growth, and sending-provider feedback.
Maintain regular competency verification for staff, including EMTALA regulations and telephone triage protocols, reinforced through real-time feedback and call audits.
Serve as the accountable owner for EMTALA compliance, ensuring all intake, screening, and stabilization records fully comply with federal EMTALA guidelines and patient safety frameworks.
Establish and monitor quality assurance and performance-monitoring processes for the Provider Connect Team, including call abandonment rates, transfer turnaround times, referral leakage, and other key operational metrics, with dashboard reporting to PSN Hub leadership.
Support standardization of entry points, triage criteria, and documentation requirements consistent with PSN Hub-wide content architecture and governance standards.
Participate in recurring review of clinical algorithms and escalation pathways to ensure alignment with current operational needs and system expectations.
Act as the immediate escalation contact to troubleshoot provider relationship issues, intake rejections, and medical staff conflicts.
Develop and manage the Provider Connect Team's annual operational and personnel budget.
Serve as a strategic partner in advancing access to specialized services — including provider consultations, e-consults, referrals, and patient transfers — supporting referral retention and growth.
Foster strong relationships with referring providers and healthcare partners to position University of Utah Health as the preferred destination for specialty consultation and complex, tertiary, and quaternary care.
Partner with the Office of Clinical Affairs Network Development team on new programs and affiliate agreements to align PSN services accordingly.
Serve as the operational point of contact for Provider Connect Team readiness activities, working with the PSN Readiness Team to gather feedback and refine implementation plans.
Support administrative stabilization of expanded specialty engagement and the transition to a centralized coordinator model.
Lead structured change management for staff impacted by workflow redesign, including communication cascades and staff readiness activities.
Represent the Provider Connect Team in PSN Hub governance forums, providing operational input on scope, staffing, and phased implementation decisions.
Partner with PSN Hub Leadership (Nursing, Administrative, and Physician Leaders) to align Provider Connect Team operations with system-wide access and capacity goals.
Maintain working relationships with referring/partnering clinicians, on-call specialty providers, and physician sponsors to support timely and accurate consult and transfer decisions.
Collaborate with Care Enablement, Gateway, and Patient Journey Team leaders to ensure seamless handoffs and a consistent patient/provider experience across the PSN Hub.
Model and promote professional nursing practice consistent with ANCC Magnet Recognition Program® standards, including evidence-based practice, shared decision-making, and structural empowerment within the Provider Connect Team.
Engage Provider Connect Team staff in unit-based team councils and nursing staff in system-level professional governance councils, ensuring frontline voice is represented in PSN Hub workflow, staffing, and quality decisions.
Champion nurses' professional development within the team, including support for specialty certification, continuing education, and advancement along the clinical ladder.
Partner with Magnet program leadership to identify, track, and report Provider Connect Team contributions to nurse-sensitive indicators and other Magnet-required outcome measures.
Ensure documentation, staffing decisions, and quality processes within the Provider Connect Team reflect current Magnet source-of-evidence expectations, in coordination with the Department of Nursing's Magnet program office.
Foster a culture of transformational leadership, empirical outcomes, and continuous professional growth consistent with the Magnet model components across the team.