How Clinical Leadership Shapes Operational Excellence in Behavioral Health | Behavioral Health CRM
August 4, 2025
Summary:
In this episode of Center Stage, we sit down with Shana, Vice President of Operations at Trivium Life Services, to explore her journey from music therapist to mental health executive. With over 20 years in residential care, Shana shares how clinical expertise, creative leadership, and operational transparency come together to build a thriving, values-driven treatment program.
Key Takeaways:
Start With the Client, Always - Whether as a clinician or VP, Shana emphasizes that the client remains at the center of every decision. Her leadership philosophy is rooted in deep empathy, interdisciplinary collaboration, and designing care that meets people where they are.
Creative Roots, Clinical Structure - Shana’s background in classical music and board-certified music therapy shaped her career. By integrating expressive arts into treatment models, she created space for healing beyond talk therapy and later, brought that creativity into program development and operations.
Flexible Care Models Win – At Averte, rigid intake criteria take a backseat to inclusive, personalized care. Programs are designed to serve clients who often fall through the cracks elsewhere.
From Clinician to Operator: Leadership That Listens – As Shana moved into leadership, she brought a clinical lens to systems building. Her approach to supervision, team development, and program strategy is grounded in being present, curious, and focused on long-term impact.
Metrics With Meaning – Census and revenue still matter, but Shana ties growth goals to real outcomes. She tracks:
Referral source performance
Inquiry-to-admission conversion
Client experience and length of stay
Program impact across the continuum
Sustainable Growth Starts With Staff – After years of change, Shana is focused on stabilizing staff culture and building internal trust. New leadership tiers, clearer communication, and a culture of transparency are helping to reduce burnout and turnover.
Outreach That Builds Trust – Shana and her team prioritize ethical, transparent partnerships with hospitals, consultants, and referring programs. Site visits, open communication, and shared values are key.
“People refer where they feel connected. A website alone doesn’t build trust.. conversations do.”
The Future Is Individualized and Integrated – Shana envisions expanding transitional housing, building out independent living support, and partnering with specialists across wellness, assessment, and integrative care.
Final Advice to Newcomers – Don’t overplan. Try things. Follow what feels real.
“There’s a place in this field for your specific strengths. Dive in.”
