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MICHAEL Edelstein

@michaeledelstein

AI customer success leader at UPMC building ENGAGE, an AI-enabled workforce learning platform with a validated conversational evaluation framework.

United States

Message

At UPMC Western Behavioral Health, I lead multi-county 24/7 operations and help teams adopt technology and process changes in a privacy-sensitive environment. I’ve supported an Abridge ambient-AI pilot and enabled practical Microsoft 365 Copilot workflows.

I’m also the product owner and hands-on builder of ENGAGE, an AI-enabled workforce learning platform in development. I translate frontline behavioral-health training needs into product requirements, conversational workflows, practice experiences, and supervisor-facing readiness concepts.

For ENGAGE, I built and validated a 15-turn conversational evaluation framework. A blinded 750-case holdout achieved 93.3% agreement and weighted Cohen’s kappa of 0.93, supported by systematic QA, error analysis, and guardrails.

Earlier at UPMC Western Psychiatric Hospital, I launched and stabilized chat/text crisis services and supported EMR implementations and upgrades. I’ve also co-owned and operated a regulated mortgage brokerage, where I built spreadsheet-based tools to help staff navigate changing lender requirements.

Experience

Work history, roles, and key accomplishments

Current

Manager of Clinical Services

Current

UPMC Western Behavioral Health

Jul 2021 - Present (5 years 3 months)

Leads distributed 24/7 operations across three Pennsylvania counties, supporting approximately 175 employees and 13 leaders, overseeing service performance, workforce readiness, quality, risk, and approximately $15M in annual program spend. Partners with operations, IT, HR, Finance, and other stakeholders to clarify needs, translate workflows, resolve barriers, and sustain technology and process c

Power BI Operational Analytics Stakeholder Management Workflow Design Training AI Adoption Microsoft 365 Copilot Abridge

Program Manager / Crisis Manager

UPMC Western Psychiatric Hospital

Nov 2016 - Jul 2021 (4 years 8 months)

Directed daily operations, staffing, training, workflow design, performance improvement, and customer/patient issue resolution for high-volume crisis programs with approximately 40 staff. Launched and stabilized chat/text crisis services, coordinating user workflows, staffing, training, technology readiness, accreditation, quality monitoring, and ongoing operations.

Crisis Management Program Management Workflow Design Training Staffing Quality monitoring

Clinical Leadership & Frontline Crisis Roles

UPMC Western Psychiatric Hospital and Community Programs

Jan 2008 - Nov 2016 (8 years 10 months)

Progressed through frontline crisis, mobile/community, forensic, and supervisory roles, developing deep experience in client engagement, rapid problem solving, relationship building, and cross-system coordination.

Crisis Intervention Client Engagement Problem Solving Relationship Building Cross System Coordination

Co-Owner & Operations Lead

First Funding Corp.

Jan 1997 - Jan 2008 (11 years)

Co-owned and operated a regulated mortgage brokerage, managing staff, compliance, lender/vendor relationships, and direct customer workflows. Built spreadsheet-based guideline tools and repeatable processes that helped staff navigate changing lender requirements and improve consistency and decision quality.

Mortgage Brokerage Compliance Staff Management Customer Workflows Spreadsheets Process Improvement