Director - Patient & Family Experience Improvement

Category: Patient Services
Job Type: Full-Time
Shift: Days
Req: 18810
FTE: 1

Patient Services

1.0 FTE, 8 Hour Day Shift

At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

The Director of Patient and Family Experience Improvement provides strategic development, management, planning and oversight of the organization¿s patient and family improvement function with efforts and related programs and activities to support SMCH's mission and vision. This position plans, collaborates on and leads various experience and family-centered care initiatives that drives positive impact on the overall human experience. This position oversees experience improvement and family-centered care leaders and teams and is responsible to the design, development and implementation of strategies, initiatives and operational functions that promote experience improvement and family-centered care models.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

  • Oversees direction, implementation and operations of all programs, initiatives and strategic direction around continued performance improvement of patient and family experience metrics.

  • Oversees the Family-Centered Care and Experience Improvement Leaders and Teams.

  • Responsible for the development of new and innovative approaches and programs to embed patient and family centered principles and best practices into SMCH and drive extraordinary experiences.

  • Serves as expert resource to the organization on all things related to patient and family experience, identifying industry best practices, advocating for engagement/education and fostering an environment to promotes a culture that drives service excellence.

  • Oversees the teams data reporting structures, outcomes and approach while consistently looking for opportunities to continuously improve ways to gain diverse feedback from our patients and families. 

  • Identifies ways to improve health services delivered throughout the health system as a component part of an improved patient and family experience. Performs observations to sustain best practices.

  • Collaborates with Quality and Performance Improvement to assure improvement tools and techniques are common across initiatives, will rely on the Packard Quality Management System (PQMS) to ensure metrics and sustainability are achieved.

  • Collaborates with a variety of departments to ensure care is consistently patient and family -centered by partnering with caregivers to exceed the expectations of patients and families.

  • Acts as key leader in coaching and training of Patient Experience Programs. Anticipates the needs of the patient and the family to ensure services are structured to attain an optimal experience for clients/patients and families.

  • Identifies national best practice service excellence and patient and family centered care strategies to enhance the patient experience; Monitors national and local Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) trends to identify how the top performing hospitals identify and maintain success.

  • Measures effectiveness of service strategies and implements improvements. Monitors patient/client satisfaction data and establishes strategies to achieve strong scores in experience and loyalty.

  • Provides leadership and advocacy to the assessment, development, implementation and integration of Family-Centered Care programs and partnerships, including but not limited to Parent/Patient Advisory Councils and Parent Mentor Programs and other innovative programming designed to meet unique needs of our patients and families.

  • Acts as an advocate for family-centered care and drive a culture that invites patients and families to partner and participate in care and decision-making.

  • Assures services are in place and inclusive to meet the unique needs of patients and families.

  • Coordinates with multiple departments throughout the organization to promote and support the needs of patient and families.

  • Performs other duties to include all key management functions (e.g. budgeting and financial management; human resources management; compliance and quality assurance).

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor¿s Degree in a work-related discipline/field from an accredited college or university. Master¿s Degree preferred.

Experience: 5-7 years of progressively responsible and directly related work experience.

Licensure/Certification: None required.

Knowledge, Skills, & Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification. 

  • Knowledge of the definition, history, current policies and future initiatives of the fields of Family Centered Care & Complex Care and Patient Experience.

  • Knowledge of both qualitative and quantitative social science research methodologies.

  • Knowledge of organizational change theory and practices.

  • Thought leader on process and service transformation.

  • Knowledge of Lean, Six Sigma, and Human-Centered Design with the ability to apply improvement science practices.

  • Knowledge of adult learning theory and approaches.

  • Knowledge of effective strategies of staff management.

  • Ability to manage, coach and develop employees.

  • Ability to provide leadership and influence others.

  • Knowledge of and ability to apply financial, business planning and project management concepts.

  • Knowledge of hospital operations and how it relates to patient and family experience and change management.

  • Ability to establish and maintain relationships with widely diverse groups and individuals.

  • Ability to use critical thinking skills, solve problems and identify solutions.

  • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials.

  • Ability to establish and maintain excellent client relationship, exhibit exemplary interpersonal skills and exercise sound judgment and professionalism in business and personnel matters.

Physical Requirements and Working Conditions

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (1.0 FTE): $137,592.00 to $182,447.20

Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.
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