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Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

The Human Resources Employee Experience Supervisor is responsible for effectively managing HR inquiries from employees, leaders and vendors, including ensuring prompt and accurate replies and exceptional engagement experience. This role oversees the daily operations of the HR Employee Experience team, balancing and prioritizing workload and meeting or exceeding service level agreements and satisfaction goals. This position is not responsible for providing clinical patient care.

Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Responsibilities

Essential Functions

• Monitors and evaluates individual and team performance, ensuring quality standards, competency expectations, productivity goals, and service level agreements (SLAs) are met or exceeded.
• Develops, implements, and oversees quality assurance processes, including audits, quality reviews, trend analysis, and improvement planning to ensure accuracy, compliance, and service excellence.
• Monitors performance and operational data to identify training opportunities, service gaps, and quality trends, providing coaching, resources, and support to strengthen team performance and service delivery.
• Conducts root cause analysis of operational issues, quality trends, and recurring service challenges; develops recommendations and improvement strategies to enhance service delivery, efficiency, quality, and compliance.
• Promotes and reinforces departmental standards of practice, policies, procedures, quality expectations, and service standards through coaching, guidance, performance feedback, and ongoing employee development.
• Provides coaching, mentoring, performance feedback, and developmental support to team members to strengthen performance, build subject matter expertise, promote professional growth, support succession planning, and foster workforce readiness.
• Establishes and maintains competency assessment programs to evaluate employee knowledge, skills, proficiency, and readiness for advancement.
• Oversees onboarding, cross-training, and ongoing education efforts to ensure operational continuity and development of departmental subject matter expertise.
• Serves as the departmental backup for in-person New Employee Orientation (NEO), ensuring continuity of onboarding operations through coordination of day-of activities, new hire check-ins, roster management, learning module completion tracking, and overall operational support to deliver a positive employee onboarding experience.
• Analyzes team workload, service demand, staffing needs, and operational trends; identifies opportunities for workflow optimization, operational efficiency, and resource allocation improvements.
• Leads operational improvement initiatives, workflow redesign efforts, process optimization projects, and implementation of new procedures, technologies, or service delivery models.
• Develops and maintains comprehensive documentation for HR business processes and systems, including Knowledge Base articles, standard operating procedures (SOPs), templates, training materials, workflow documentation, and escalation protocols.
• Manages the accuracy, accessibility, timeliness, consistency, and integrity of HR data; monitors data quality and partners with stakeholders to address discrepancies, improve processes, and support data integrity initiatives.
• Serves as the primary escalation point for complex, high-risk, sensitive, and exception-based employee transactions, requests, and case resolution activities.
• Provides leadership and guidance on policy interpretation, procedural exceptions, and complex operational issues while ensuring consistent application of policies and procedures.
• Serves as a departmental subject matter expert for Employee Experience operations, systems, processes, and service delivery functions.
• Collaborates with HR Centers of Excellence, administrative departments, and organizational stakeholders to improve processes, streamline services, and enhance the employee experience.
• Builds and maintains strong partnerships with internal and external stakeholders to support service delivery, operational effectiveness, and organizational objectives.
• Advises leadership regarding operational performance, workforce challenges, quality outcomes, staffing trends, and opportunities for service improvement.
• Supports departmental audits, compliance reviews, and risk mitigation activities; partners with stakeholders to identify opportunities for process enhancements, education, and continuous improvement.
• Oversees compliance with applicable federal, state, organizational, and departmental regulations, policies, and procedures.
• Participates in committees, workgroups, projects, and organizational initiatives, representing the department as assigned.
• Performs additional duties and responsibilities as assigned.

Knowledge / Skills / Abilities

• Ability to work flexible hours, including weekends and holidays.

• Able to adapt communication style and message to fit audience, communicates clearly, concisely and able to deliver a compelling message, communicates effectively up, down and across all levels and able to share innovative and strategic ideas with team members.

• Able to develop presentation materials that are clear, succinct and reflect intended message.

• Strategic thinking and analytics: Applies technical knowledge and knowledge of team and resources to advance projects and processes; applies analysis, experience and good judgment when making decisions and able to separate opinion from fact.

• Able to develop clear action plans with results-oriented goals for measuring success, leads project plans for timely completion and takes ownership of quality management for team member work product.

• Uses best practices in workflow management solutioning for self and processes: experience utilizing process improvement methodologies with a focus on continuous improvement; experience with workflow design, project management and time management skills.

• Knowledgeable in several HR areas of specialty, particularly, benefits and general operations.

• Delegates work effectively, encourage collaboration, push others to achieve results, keeps team informed to bring projects to completion, develops strong network of contacts and builds trust throughout the organization, drives improvement through collaboration with other departments and provides current, direct, complete and actionable feedback.

• Intermediate skills with MS Office (Word, Excel); People Soft and ServiceNow or similar system experience.

• Strong customer service focus centered on building an exceptional employee experience.

• Ability to quickly learn new procedures and processes.

• Ability to prioritize and multi-task in a fast-paced environment.

• Demonstrated knowledge of HIPAA regulations and ability to ensure patient information is guarded and respected.

• Demonstrated organization, human relations, and effective communication skills.

Qualifications

Required

• Bachelor’s degree in human relations or related field.
• Four years of progressive leadership experience in a related area.

Qualifications (Preferred)

Preferred

• One year of experience in a supervisory capacity.
• SHRM-CP or PRH Experience.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves intermediate working conditions in a healthcare setting that may exert up to 50 pounds and may consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects involving patient care or medical equipment. This position may stand for sustained periods of time and/or walk for long distances moving from one work site to another.

Physical Requirements

Carrying, Color Determination, Crawling, Lifting, Listening, Manual Dexterity, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking