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. This role serves as the direct link between YNHH executive leadership, department heads, clinical leaders, managers and employees with a focus on the "off shifts".
The role is responsible for providing administrative, clinical and operational management and oversight. As an essential member of the management team, leads the operations of a complex organization on the off shift collaborating with a variety of departments to achieve organizational strategic goals and objectives. Builds teams that ensure patient care is delivered in a manner consistent with the mission, vision and values of the organization.
All actions are driven by the values of integrity, patient-centeredness, respect, accountability, and compassion. EEO/AA/Disability/Veteran Responsibilities Quality/Safety: Core values in Human Resource interfaces Rounds out the 24/7 employee experience serving as an employee liaison on the off shift employing clear, concise communication. Develops, coaches and mobilizes a global team of skilled off shift employees who effectively utilize Standard of Professional Behaviors and HRO to achieve exceptional clinical, patient experience and financial results.
Acts as a leadership coach, inspiring excellent service, by rewarding and recognizing exceptional performance of the Service Excellence pledge. Manages and addresses variances in practices and behaviors observed on the off shift inconsistent with YNHH success factors, mission and values. Communicates event-resolution to department leaders via dialogue and/or email dependent on the nature of the event.
Ensures superior employee, leaders and physician satisfaction by identifying and addressing ineffective systems and processes discovered with intentional rounding. Facilitates collaboration amongst departmental staff and between staff of varying departments, service lines or disciplines. In conjunction with Hospital leadership, establishes structures and processes for ensuring an employer of choice environment on the off shift, creating employee engagement and loyalty.
Role models the Standards of Professional Behavior. Holds employees accountable for adherence to the Standards as well as the Employee Code of Conduct. Promotes a culture of accountability, inclusiveness and mutual respect amongst a diverse employee population.
Quality/Safety: Core values in Clinical Safety Relies on and applies clinical proficiency and positive organizational behaviors as a source of influence to guarantee consistently safe, highly reliable services to the patient. Elicits and cultivates collaboration and communication across service lines and departments to promote high quality patient outcomes. Analyzes serious events of harm as they occur, reporting findings and interventions to risk management, Directors and Senior Vice Presidents.
Contributing and collaborating to system-wide programs and policies focused on zero events of harm. Actively hands off all patient safety events and concerns to the leaders of the affected environment via the Health Executive Administrative Report (HEAR) to be communicated in Morning Safety Report. Promotes staff reporting of safety concerns and/or events via the RL Solutions reporting tool.
Serves as a global off-shift safety coach, promoting the principles of High Reliability Organization (HRO) and encouraging the consistent use of CHAMP behaviors in the provision of quality patient care services. Assists with interpretation of administrative as well as clinical policies where safety is a concern. Elicits input from subject matter experts and escalates concerns utilizing the chain of command as needed.
Debriefs with staff to relay results or outcomes of queries through consistent and ongoing purposeful rounding. Responds to clinical emergencies (Code Blue / White / Pink / RRT) for administrative oversight and escalation and reporting of immediate concerns when encountered. Quality/Safety: Core values in positive Patient Experience Globally aligns with department leaders to support strategies that create and sustain healing environments impacting the patient experience.
Actively rounds on the off shift to continuously monitor, oversee and manage the delivery of services to the patient with an intentional focus on the exceptional patient experience. Acts as a change agent interpreting for the off shift staff the organizational, service line and department requirements for achieving positive experience results on every patient every time. Assures a 24/7 patient and family centered model.
Role models the service excellence vision of "FIRST"; "LAST" and AIDET." In conjunction with Hospital leadership, establishes structures and processes for ensuring a provider of choice environment on the off shift creating patient and family loyalty. Collaborates with service line leaders as an off shift surrogate for Patient Relations, providing in-the-moment service recovery when events do not go as expected. Communicates all patient experience concerns, including service recovery steps taken as well as recommendations for follow up actions to Patient Relations leadership.
Respect, protect and promote patient rights. Educate providers, staff patients and visitors on health care processes when questions arise. Organizational Leadership and Operations Liaison Represents senior leadership as the on-site extension of the Administrator-on-Call (AOC) demonstrating leadership skills in all actions (i.e. problem solving; managing behaviors; motivating and developing staff and interconnecting key stakeholders in emergency management conditions.) Serves as Incident Commander during emergency management situations where the Hospital Incident Command System (HICS) is implemented.
Leads, organizes and mobilizes on-site department personnel and resources as first responders to any internal or external emergency management situation. Oversees and manages the effective execution of strategies on the off shift including success factors, employee engagement strategies, best practices and patient and family-centeredness. Fosters inter and intra departmental teamwork to achieve results in the hospital's strategic mission and values.
Communicates and maintains best practice standards interdepartmentally on quality, safety and regulatory practices. Builds positive relationships and communication strategies within and across service lines and departments of clinical and non-clinical leadership. Partners with clinical and support staff leaders to reduce unnecessary variation in performance management on the off shift.
Drives a culture of service throughout the organization through aligned incentives, clear hand-off reporting tools, accountability structure, and effective communication programs. Promotes the organization to all customers by acting as a loyal, supportive and informed spokesperson for Yale-New Haven Hospital. Conducts Hospital-wide operational and safety huddles during the off shift hours.
Serves as the off shift lead in the Capacity Coordination Center, utilizing global leadership skills to identify and address patient throughput issues. Reports overnight events, concerns and metrics and provides input to the AOC in alignment with the Hospital-wide capacity surge plan. Fiscal Management As the off shift liaisons shares and promotes the implementation of institutional financial decisions along with other members of the management team to ensure 24/7 results.
Collaborates in implementing strategic processes which achieve significant financial outcomes. Safeguards accountability for value driven operations encouraging off shift leaders to find process solutions that are cost effective and efficient. Escalates concerns to individual departmental leaders or process owners when redundancies are identified.
Mentors staff to maximize resources effectively with the goal of decreasing process variation and waste. Qualifications EDUCATION Relevant Masters degree required, i.e. MSN, MBA, MPh, MHA.
Connecticut State RN Nursing license or other relevant clinical healthcare license. New hires after 10.5.25 will require Connecticut State RN license. Those hired prior to 10.5.25 will be grandfathered in the role.
EXPERIENCE Minimum of four years of healthcare practice experience in an academic medical center and two years demonstrated leadership/management experience in an acute care setting or a corresponding combination of education and experience. LICENSURE Connecticut State RN Nursing license or other relevant clinical healthcare license. New hires after 10.5.25 will require Connecticut State RN license.
Those hired prior to 10.5.25 will be grandfathered in the role. SPECIAL SKILLS Demonstrated ability to manage multiple priorities Demonstrated application of clinical care concepts, critical thinking and process improvement skills Exceptional and acute prioritization and communication skills Knowledgeable of highly reliable organization (HRO) performance improvement behaviors and methodologies Demonstrated ability to implement, support and effectively monitor change required Demonstrates proven results in translating best practice evidenced models into practice applications.
PHYSICAL DEMAND Exposure to bio-hazard blood and body fluids. Prolonged standing, walking, and lifting required. YNHHS Requisition ID 175627