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.
The Assistant Patient Services Manager (APSM) is responsible for ensuring high quality, safe reliable, and efficient care, in a defined functional area of patient services. The APSM uses managerial, interpersonal, and clinical skills to model, motivate, and monitor performance resulting in superior quality service, and financial outcomes. Responsibilities and accountabilities are held on a 24/7 basis. The Nursing strategic framework will be utilized by incorporating transformational leadership, structural empowerment, exemplary professional practice and new knowledge, innovation, and improvements. The APSM will collaborate with the PSM on a consistent basis to ensure communication of effectiveness of the above and all role responsibilities defined below.
Responsibilities: 1. Patient Flow: Serve as the clinical leader working in collaboration with the charge nurse, bed management and medical teams, and other members of the healthcare team and ancillary services to ensure safe patient flow (in all care settings), facilitating the right patient, in the right bed or type of service, at the right time. In addition, in non-inpatient areas, serves as the clinical leader, responsible to oversee that safe patient flow is maintained and appropriate nursing and support staff are available while ensuring safety and efficiency. 1.1. Shares accountability for safe, effective, high quality care and optimal outcomes in the patient care unit/department. 1.2. Serves as a clinical resource to assist in creating assignments that provide efficient patient care, positive staff feedback, support and empowerment of clinical staff. 1.3. Assists in identifying and reducing barriers that inhibit patient flow. 1.4. Promotes collaboration with the entire healthcare team for seamless patient flow throughout care settings. 1.5. In collaboration with the service line educator, monitors clinical competency of staff and fosters development of situational decision making to ensure safety environment is maintained. 1.6. Coaches clinical staff in safe and effective patient handoff (transfer, discharges, change in levels of care and all care settings.) 1.7. Maintains situational awareness of all patient's clinical status within unit/department. 2. Staffing and Effectiveness: Accountable to ensure safe staffing levels and clinical competence to provide excellent nursing care to every patient in the unit, clinic, or non-inpatient care area. 2.1. Provides direct patient care as unit/ service line requires to ensure appropriate staffing levels and skill mix are maintained. 2.2. Provides consultation to staff in their assessment of clinical and/or operational problems, provisions of interventions, and evaluation of outcomes of care provided. Participates in interviewing and hiring of new staff in collaboration with the PSM to successful onboard clinical staff, as unit/service line requires. 2.3. In collaboration with the PSM, completes performance reviews as required to promote and ensure staff development . 2.4. Coach, mentor, and document staff performance to ensure competence, provide feedback for improvement and utilize disciplinary process as needed. 2.5. In collaboration with the charge RN, APSM will be resource for flex up and flex down staffing for census and ensure balancing acuity for safe assignments. In areas with multiple sites, may require flexing to different units or sites. 2.6. Collaborate and facilitate a balanced skill based schedule in collaboration with NROC that adheres to staffing and scheduling guidelines, onboarding/orientation schedule, MSP (Master Staffing Plan), and adherence to staffing/schedule guidelines. 2.7. Partner with the charge RN to assure daily operations of work flow (staffing needs, staffing grid) (our group thinks charge RN with APSM resource.) 3. Financial Performance: Participate in unit strategies to ensure the financial well-being of the organization and how the unit's day to day clinical operations impact the overall financial state of YNHH. 3.1. Demonstrate a solid understanding of financial forecast related to organizational mission, vision, and values and organizational strategic business plan. 3.2. Collaborate with multidisciplinary team and other departments to ensure cost adherence and effective management of non-labor and labor fiscal responsibilities. 3.3. Collaborates with interdepartmental partners, provides effective management of equipment and supplies. 3.4. Consistently and effectively uses available tools for financial and resource analysis including use of flex grids; oversees and evaluates adherence to target productivity standards. 3.5. Monitors and implements strategies for cost effective care. 3.6. Assists with communication of organizational targets and goals. 3.7. Attends organizational mandatory management meetings, service line, outcome based, and NLU meetings based on unit needs and per collaboration with the PSM. 4. Quality and Safety: A key leader who role models and supports excellence in clinical practice and promotes a culture of safe, high quality care on the unit/department. This will achieve superior outcomes. 4.1. Ensures unit/ area visibility by conducting regular patient, staff and leader rounding. 4.2. Monitors achievements and ensures staff understanding around nurse sensitive indicators, hospital metrics, HRO behaviors, and ensure a culture of safety. 4.3. Fosters daily staff development to ensure safe reliable care. 4.4. Assists with correlation of organizational, nursing, and evidence based practice goals as it relates to quality/ safe care into overall daily activities on the unit. 4.5. Engages staff and assists in utilizing evidence based literature to recommend and support implementation of clinical practice changes. 4.6. Assists with interpreting, tracking, and trending organizational, nursing, and service line report data related to quality and safety outcomes. 4.7. Collaborates with interdisciplinary team to achieve all patient specific goals through managing of transitional care rounds and/or other unit/service line forums coordinating patient care across the continuum or other mechanisms to ensure appropriate service to patients. 4.8. Ensures that the unit is in a continued state of readiness for all accreditation and regulatory surveys. 4.9. Fosters an environment to eliminate adverse events. 4.10. Utilizes information systems and technology that places knowledge to improve efficiency and at the point of care to improve health care outcomes. 5. Service Excellence: Ensures the delivery of Patient and Family Centered Care (PFCC) at YNHH by working with patients and their families based on the four principles of PFCC: Participation, Dignity and Respect, Information Sharing, and Collaboration.
Role Model YNHH Service Excellence Pledge standards creating a great "First Impression" by demonstrating exemplary customer service skills for all customer groups including patients, family/friends, physicians, staff, and support department personnel. 5.1. Identify and analyze trends in service excellence and ensure staff accountability for adherence to YNHH Service Excellence standards. 5.2. When appropriate, collaborates with consultative services for supportive care or intervention. 5.3. Provide service recovery to patients and families as required to ensure service excellence standards are maintained. 5.4. Drive patient experience outcomes by communicating results to staff, highlighting successes and setting appropriately goals to meet and exceed targets
Bachelor's degree is required: Master's preferred (One degree must be in nursing.)
Two years of clinical nurse experience and a minimum of 1 year leadership/supervisory experience (this may include committees, charge role, project management or other experiences that demonstrate leadership qualities.
Current CT state RN licensure and/or eligibility for CT state RN licensure required. Specialty certification preferred or willing to obtain within 18 months of hire.
Ability to direct a diverse work force in a 24 hour per day operational environment. Passion for leading others in a challenging and changing environment by utilizing innovation, technology, and best practices.
Management and clinical oversight are held on a 24/7 by service line leadership . Must play an integral role in the
staffing numbers when the need arises.
To achieve best outcomes determined by nurse sensitive outcomes, nursing strategic business plan, employee engagement, patient satisfaction, and financial climate.