Patient Services Manager PSM

Yale New Haven Health Services Corp.; New Haven (CT); In loco; USD 110.000 - 160.000; Tempo pieno

Descrizione del lavoro

Yale New Haven Health Services Corp. seeks an experienced Patient Services Manager to lead a clinical unit in Connecticut. This role emphasizes cost-effective, high-quality care delivery, staff leadership, and collaboration with division leadership to meet organizational goals.

The manager will oversee budgeting, PFCC-driven customer service standards, and continuous improvement initiatives, ensuring alignment with YNHH's mission and values.

Competenze

• Five to six years experience including clinical practice experience.
• Two to three years of leadership/supervisory/management experience.
• Connecticut State RN Nursing licensure required; leadership certifications by 2028 are expected.

Mansioni

• Oversee cost-effective, high-quality care within a defined unit.
• Collaborate with division and unit leadership to design and implement clinical and fiscal program goals.
• Develop and manage a unit budget to ensure cost-effective care.
• Provide vision and leadership to staff in a collaborative environment.
• Promote the hospital mission and values to patients and colleagues.
• Develop customer relations standards in line with hospital policy.
• Identify trends in customer service and lead improvements.
• Interact with patients, families, and physicians as primary interfaces.
• Formulate and execute unit vision and resource plans.

Conoscenze

Leadership

Communication

Budgeting

Quality Improvement

Change Management

Staff Development

Formazione

BSN

Masters preferred

Descrizione del lavoro

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

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 (PFCC) 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 great "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.

EEO/AA/Disability/Veteran

Responsibilities

• 1.The Patient Services Manager is specifically responsible to:
  • 1.1Ensure that desired clinical outcomes are achieved through cost effective and efficient processes.
• 2.UNIT OBJECTIVES
  • 2.1Collaborates with division and unit leadership to design, develop, and implement clinically and fiscally responsive program philosophies, goals, and objectives.
• 3.FISCAL MANAGEMENT
  • 3.1Develops and manages a unit budget to ensure the delivery of cost-effective, quality care.
• 4.HUMAN RESOURCE MANAGEMENT
  • 4.1Provides vision and leadership to staff in a collaborative environment that offers job satisfaction, recognition, and stimulates innovative thinking to accomplish goals and objectives.
• 5.ORGANIZATIONAL LEADERSHIP
  • 5.1Promotes 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.
• 6.CUSTOMER SATISFACTION
  • 6.1Develops customer relations' standards reflecting excellence consistent with Hospital policy for internal/external customers in collaboration with unit leadership and appropriate departments.
• 7.OUTCOMES MANAGEMENT
  • 7.1Identifies and analyzes trends in customer service/satisfaction and provides leadership in resolving any negative trends.
• 8.KEY INTERFACES
  • 8.1The Patient Services Manager interacts primarily with the following external interfaces. 1. Patients 2. Families 3. Physicians
• 9.DECISION MAKING AUTHORITY
  • 9.1Patient Services Managers have the authority to formulate and execute unit/program vision, goals, and plans consistent with Hospital strategies and policy. They determine whether needed resources have been committed and facilitate the acquisition of additional resource were indicated.

Qualifications

EDUCATION

BSN required, Masters preferred.

EXPERIENCE

Five (5) to six (6) years experience including clinical practice experience and two (2) to three (3) years of demonstrated leadership/supervisory/management experience required.

LICENSURE

Current Connecticut State RN Nursing licensure required o All eligible, nurse leaders must have one of the following nursing leadership certifications by December 31, 2028 and then be maintained. o ANCC Basic (NE) Nurse Executive, or o AONE (CNML) Certified Nurse Manager Leader

SPECIAL SKILLS

Demonstrated ability to direct a large, diverse work force in a twenty-four hour per day operational environment. Demonstrated ability to manage multiple priorities. Excellent communication skills. Knowledge of and proficient in the operation and use of computer-based information systems, to facilitate all aspects of care delivery. Knowledgeable in budgeting and financing of operational units (salaried and non-salaried). Knowledgeable of Quality Improvement processes, and capable of implementing concepts. Demonstrated ability to implement and support change required.

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.

YNHHS Requisition ID

187217