Patient Service Manager/Nurse Manager: Labor & Delivery/Maternal Special Care - Yale New Haven Health

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

• 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.

EDUCATION

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.

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.

Minimum of 3 years leadership experience. NCC certification in fetal monitoring is mandatory, with successful completion of NCC EFM certification within 18 months of hire. 

Patient Service Manager: Labor & Birth and Maternal Special Care Units

Yale New Haven Hospital, a leading academic health center and destination hospital offers excellent career opportunities for highly motivated leaders wishing to work for an organization that is state of the art yet focused on employee engagement and satisfaction. YNHH is always on the leading edge for maternal, newborn and fetal care within a family centered environment.

A unique opportunity available for a Patient Service Manager within our Women’s Services for Labor & Birth and Maternal Special Care Units. This person reports to The Clinical Program Director for Women’s Specialties.

The Patient Service manager at Yale New Haven Hospital will collaborate with exceptional teams to make unique contributions to patient care. Working with a Magnet organization that focuses on nursing’s contributions and role in delivering exceptional care.  Patient Services Manager impacts the unit culture and influences the development and execution of programs, impacting nursing and departmental growth.

Labor & Delivery/Maternal Special Care : complex high-risk unit with 43 beds and over 150 FTEs. 

• 12 bed Triage/PACU
• 3 Operating Rooms
• 28 beds (L&B and MSCU)
• approximately 5600 deliveries
• Excellent partnerships with leading clinical teams (Obstetricians, Midwives, Residents, Anesthesiology)

Job Requirements:

• Master’s Degree in Nursing or BSN and Master’s in a related field.
• Previous leadership experience with complex teams
• EFM Certification within 18 months of hire

Labor and Birth – The state of the art birthing rooms set the stage for our experienced, compassionate maternity care supporting both high-risk and low risk deliveries.

Maternal Special Care - Offers individualized inpatient care for women diagnosed with high blood pressure, diabetes or other medical problems that can affect pregnancy.