APSM

Yale New Haven Health • New Haven, CT

3d

About The Position

The Assistant Patient Services Manager (APSM) is responsible for ensuring high-quality, safe, reliable, and efficient care within a defined functional area of patient services. The APSM uses managerial, interpersonal, and clinical skills to model, motivate, and monitor performance to support superior quality of service and financial outcomes. Responsibilities and accountabilities are held on a 24/7 basis. The role applies the Nursing strategic framework through transformational leadership, structural empowerment, exemplary professional practice, and new knowledge, innovation, and improvement. The APSM collaborates consistently with the Patient Services Manager (PSM) to communicate effectiveness and coordinate the responsibilities of the role.

The APSM serves as a clinical leader working with charge nurses, bed management, medical teams, healthcare team members, and ancillary services to maintain safe patient flow and ensure patients receive the appropriate bed or service at the appropriate time. In non-inpatient settings, the APSM oversees safe patient flow and the availability of appropriate nursing and support staff. The role also supports safe staffing and clinical competence, provides direct patient care as needed, participates in strategies for financial performance, promotes quality and safety, and supports patient- and family-centered care and service excellence.

Requirements

• Bachelor's degree required, with at least one degree in nursing.
• Two years of clinical nurse experience.
• At least one year of leadership or supervisory experience; qualifying experience may include committees, a charge role, project management, or other experiences demonstrating leadership qualities.
• Current Connecticut state RN licensure or eligibility for Connecticut state RN licensure.
• Ability to direct a diverse workforce in a 24-hour operational environment.
• Passion for leading others in a challenging and changing environment using innovation, technology, and best practices.

Nice To Haves

• Master's degree preferred.
• Specialty certification preferred, or willingness to obtain it within 18 months of hire.

Responsibilities

• Work with charge nurses, bed management, medical teams, healthcare team members, and ancillary services to maintain safe patient flow and ensure patients receive the appropriate bed or service at the appropriate time.
• In non-inpatient areas, oversee safe patient flow and ensure appropriate nursing and support staff are available while maintaining safety and efficiency.
• Share accountability for safe, effective, high-quality care and optimal outcomes in the patient care unit or department.
• Ensure safe staffing levels and clinical competence to provide excellent nursing care in the unit, clinic, or non-inpatient care area.
• Provide direct patient care as required to maintain appropriate staffing levels and skill mix.
• Participate in unit strategies that support the organization's financial well-being and understand how daily clinical operations affect its financial performance.
• Understand financial forecasts in relation to the organization's mission, vision, values, and strategic business plan.
• Role model and support excellence in clinical practice and promote a culture of safe, high-quality care.
• Conduct regular patient, staff, and leader rounding to ensure visibility in the unit or area.
• Promote Patient and Family Centered Care by supporting participation, dignity and respect, information sharing, and collaboration.
• Model YNHH Service Excellence Pledge standards and exemplary customer service for patients, families and friends, physicians, staff, and support department personnel.
• Identify and analyze service excellence trends and ensure staff accountability for adherence to service standards.
• In outpatient urology, work with the charge nurse, front desk and checkout, medical teams, healthcare team members, and ancillary services to oversee safe patient flow related to clinical support staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager