Director, Patient Experience

Telecommuter
Health Care – Planned Parenthood Experience
Full Time
Planned Parenthood Federation of America (PPFA) is the nation’s leading women’s health care provider, educator, and advocate, serving women, men, teens and families. For over 100 years, PPFA has done more than any other organization in the United States to improve women’s health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.

Under the supervision of the National Director of Patient Experience, provide direct support to 53 affiliated healthcare organizations in collecting and scaling best practices, adopting industry best practices, and sustaining existing PPX programs to support affiliates in attaining and exceeding performance goals defined by the Affiliate Chief Executive Council (ACEC) for patient experience metrics. This role will be responsible for leading continued development of federation-wide Experience improvement tactics and resources.

DUTIES AND RESPONSIBILITIES

    • Lead continued development of federation-wide Experience improvement tactics and resources to directly support affiliates’ Experience improvement efforts.
    • Lead existing monthly webinar program featuring topics across the continuum of Experience improvement to cultivate internal expertise; Engage external subject matter experts and affiliate stakeholders to contribute content with applicability across federation.
    • Manage external resources and partnerships to connect affiliate staff across federation with learning and development opportunities to cultivate internal expertise in Patient Experience improvement.
    • Provide internal consulting support directly to affiliate stakeholders. Consult with affiliate Vice Presidents & Directors on improvement tactics.
    • Facilitate affiliate adoption of strategic Experience improvement plans; Support continued implementation and sustainability efforts for 15 affiliates with custom strategic improvement plans; Support implementation and sustainability of standardized strategic improvement plan for all affiliates across the federation.
    • Administer program to facilitate collection and sharing of affiliate best practices; Evaluate new best practices developed by affiliate and promote scaling across the federation
    • Provide administration of Affiliate Grant program to support innovation and incentivize Experience improvement efforts.
    • Lead best practice adoption across all affiliates. Proactively source external best practices and modify for Planned Parenthood adoption. Support identification of existing best practices and development of new practices that can be replicated and scaled across the federation.
    • Give direct support to affiliates through virtual communications and onsite meetings and trainings to promote development and adoption of programs, tools and practices and cultivate internal expertise in using evidence-based methodologies for experience improvement.
    • Support work to improve the experience of care for patients. Our relative performance against a national benchmark indicates improvement is necessary to elevate Planned Parenthood as a provider of choice.
    • Manage budget for Affiliate Grants program.
    • Work as part of the PPX Team and collaborate with staff across departments, often in a project management role to ensure that work is produced on time and meets performance and organizational goals.
    • Represent PPX and PPFA in supporting affiliate adoption and sustainability of PPX programs and tools. Provide consultative support to affiliates, as appropriate.
    • Collaborate with consultants to support delivery of high-quality services to affiliates.
    • In a project management capacity, may guide colleagues in performing similar or closely-related functions or jobs, in accordance with department standards and procedures.

REQUIREMENTS / TECHNICAL EXPERTISE

    • Bachelor Degree in Healthcare Administration, Public Health, Business Management, Nursing, or related field required.
    • At least 5 years of professional experience in Patient Experience.
    • Consulting and/or client relationship management experience strongly preferred as is strong familiarity with patient experience analytics.
    • Subject matter expertise in evidence-based best practices for Patient Experience and process improvement methodologies.
    • Ability to influence and persuade key stakeholders on the importance of Patient Experience.
    • Ability to influence key stakeholder groups, from frontline clinical staff to c-suite leaders
    • Talent for identifying opportunities and matching them to appropriate solutions.
    • Position requires adept client relationship management focused on building trust and rapport through collaborative development of high-quality deliverables.
    • Ability to pivot and adapt based on changes in business priority, client needs, and the environment.
    • Strong public speaking and group facilitation skills paired with ability to engage and interact with diverse groups of stakeholders.
    • Strong professional writing skills with ability to adapt tone and align narratives to exemplify the organizational culture and work place values.
    • Intermediate skill using technology and software to develop program content and connect end-users with valuable information (word processing and presentation software, video conferencing,etc.).

PERSONAL QUALITIES / OTHER ATTRIBUTES

    • People management experience – ability to communicate and coordinate work effectively with stakeholders and colleagues.
    • Seasoned collaborator—able to work effectively across multiple divisions internally, soliciting feedback and input from significant stakeholder groups nationally.
    • Highly Independent, able to produce high-quality deliverables according to deadlines.
    • Ability to handle complex cross-departmental problems by leading process of collaboration with appropriate stakeholders to find a resolution.
    • Professional demeanor paired with the ability to lead through influence and collaboration.
    • Consulting - experienced with assessing needs and following the Consultative Process through implementation.
    • Exceptional customer service skills that exemplify the organization’s shared workplace values and service standards.
    • Strong communications skills – group facilitation, verbal and written.
    • Strong attention to detail.

TRAVEL

    • 0-25%
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Planned Parenthood Federation of America is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
Planned Parenthood Federation of America participates in the E-Verify program.