Patient Services Manager-Maternity

Yale New Haven Health; New Haven (CT); On-site; USD 95,000 - 120,000; Full time

Job summary

Yale New Haven Health is seeking a Patient Services Manager to oversee patient services and ensure quality care delivery. This role requires strong leadership abilities and a BSN, with preference for a Master's degree. The manager will collaborate with staff to achieve effective processes and patient-centered care.

With responsibilities including budget management and customer relations, candidates must have at least 5-6 years of clinical experience, along with relevant nursing licensure. The position offers a dynamic environment dedicated to service excellence.

Qualifications

• 5-6 years clinical practice experience, and 2-3 years leadership/supervisory/management experience required.
• Current Connecticut State RN Nursing licensure required.
• Must obtain nurse leadership certification by December 31, 2028.

Responsibilities

• Ensure that desired clinical outcomes are achieved through cost effective and efficient processes.
• Collaborate with division and unit leadership to design and implement program goals.
• Manage a unit budget to ensure delivery of quality care.
• Promote the organization by interpreting and communicating its mission.
• Identify and analyze trends in customer service/satisfaction.

Skills

Leadership

Communication

Budgeting

Quality Improvement

Education

BSN required, Masters preferred

Tools

Computer-based information systems

Job description

Patient Services Manager

Patient Services Managers structure their activities to anticipate and respond to the impact of managed care and other market forces on health care delivery. They ensure that their unit(s) demonstrate superior outcomes, provide seamless delivery of care, and maintain competitive cost structures. Each manager is responsible for a defined functional area of patient services and must collaborate with others to achieve the hospital's strategic objectives and mission: patient service, teaching, research, and community service. The Patient Services Manager serves as the direct link between hospital strategies and the staff on the patient care team.

Patient and family centered care at YNHH is demonstrated by working with patients and their families based on the 4 principles of PFCC: participation, dignity and respect, information sharing, and collaboration. This includes providing service excellence by creating a "First Impression" by demonstrating exemplary customer service skills for all customer groups including patients, families/friends, physicians, staff and support department personnel. Adheres to the "I Am YNHH" service excellence pledge and promotes a positive work environment.

Responsibilities

• Ensure that desired clinical outcomes are achieved through cost effective and efficient processes.
• Collaborate with division and unit leadership to design, develop, and implement clinically and fiscally responsive program philosophies, goals, and objectives.
• Develop and manage a unit budget to ensure the delivery of cost-effective, quality care.
• Provide vision and leadership to staff in a collaborative environment that offers job satisfaction, recognition, and stimulates innovative thinking to accomplish goals and objectives.
• Promote the organization to all customers by interpreting and communicating Yale New Haven's mission and values, acting as a loyal, supportive, and informed spokesperson for the unit/program, division, and Hospital.
• Develop customer relations standards reflecting excellence consistent with Hospital policy for internal/external customers in collaboration with unit leadership and appropriate departments.
• Identify and analyze trends in customer service/satisfaction and provide leadership in resolving any negative trends.
• Interact primarily with Patients, Families, and Physicians.
• Formulate and execute unit/program vision, goals, and plans consistent with Hospital strategies and policy. Determine resource needs and facilitate acquisition of additional resources as indicated.

Qualifications

• Education: BSN required, Masters preferred.
• Experience: 5-6 years, including clinical practice experience, and 2-3 years of demonstrated leadership/supervisory/management experience required.
• Licensure: Current Connecticut State RN Nursing licensure required. Must obtain one of the following nursing leadership certifications by December 31, 2028: ANCC Basic (NE) Nurse Executive or AONE (CNML) Certified Nurse Manager Leader.
• Special skills: Demonstrated ability to direct a large, diverse workforce in a twenty-four hour per day operational environment; manage multiple priorities; excellent communication skills; proficient in computer-based information systems; knowledgeable in budgeting and financing of operational units; knowledgeable in Quality Improvement processes; ability to implement and support change.
• Physical demand: Twenty-four hour a day accountability for all operational aspects. Exposure to biohazards, blood and body fluids. Prolonged standing, walking, and lifting required.

EEO Statement

EEO/AA/Disability/Veteran.

Application Information

YNHHS Requisition ID: 182724