1. The Patient Services Manager is specifically responsible to:
1.1 Ensure that desired clinical outcomes are achieved through cost effective and efficient processes.
2. UNIT OBJECTIVES
2.1 Collaborates with division and unit leadership to design, develop, and implement clinically and fiscally responsive program philosophies, goals, and objectives.
3. FISCAL MANAGEMENT
3.1 Develops and manages a unit budget to ensure the delivery of cost-effective, quality care.
4. HUMAN RESOURCE MANAGEMENT
4.1 Provides 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
5.1 Promotes 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
6.1 Develops customer relations' standards reflecting excellence consistent with Hospital policy for internal/external customers in collaboration with unit leadership and appropriate departments.
7. OUTCOMES MANAGEMENT
7.1 Identifies and analyzes trends in customer service/satisfaction and provides leadership in resolving any negative trends.
8. KEY INTERFACES
8.1 The Patient Services Manager interacts primarily with the following external interfaces. 1. Patients 2. Families 3. Physicians
9. DECISION MAKING AUTHORITY
9.1 Patient 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.
o Baccalaureate Degree in Nursing required and/or a Masters Degree in Nursing. o Masters Degree Preferred o Masters Degree Required as of 1/1/2021. The degree does not have to be in Nursing depending on whether the Bachelors Degree is a BSN. One of the two degrees (Bachelors or Masters) MUST BE IN NURSING.
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.
o Current Connecticut State RN Nursing licensure required o All eligible, nurse leaders must have one of the following nursing leadership certifications by December 31, 2018 and then be maintained. o ANCC Basic (NE) Nurse Executive, or o AONE (CNML) Certified Nurse Manager Leader
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.
Twenty-four hour a day accountability for all operational aspects. Exposure to biohazards blood and body fluids. Prolonged standing, walking, and lifting required.