Under the supervision of the Director of Patient and Family Centered Care, the Manager is responsible to provide day to day management of The Emily Center, and One Darn Cool School. The Manager is also responsible for supporting the planning, development and implementation of patient and family centered education for staff as identified by the Patient Experience Executive Committee. The manager will serve as a resource to patients, families and staff, as well as collaborate with organizational leaders to enhance the family-centered education resources available. This role is responsible for daily operations, budget management, staffing, patient safety, patient and family experience and performance improvement efforts.

1. Strategic Management
   • a. Researches and develops best practice family-centered education approach that is measurable, outcome-driven, and evidence-based
   • b. Collaborates with the director to develop and oversee long term strategic goals for assigned departments and projects
   • c. Assesses readiness for change; involves staff in change processes; communicates change; evaluates outcomes
   • d. Collaborates and advocates with other departments to improve the environment and quality of services provided to pediatric patients and families.
   • e. Supports the needs of clinical education and health literacy
2. Patient & Family Experience
   • a. Builds strong, effective relationships at all levels, working collaboratively with PC staff and leaders to resolve customer issues timely in order to enhance the patient experience and provide excellent customer service
   • b. Based on the voice of the individual, collaborates with leaders at all levels to develop family-centered education to enhance the organizational patient experience program
   • c. Analyzes patient experience survey data for hospital and ambulatory practices, as well as other forms of feedback, to identify opportunities for staff education to improve the patient experience
   • d. Utilizes patient experience performance data and patient/family feedback trends to provide in-depth analysis, proactive consultation, coaching and improvement tactics to all leadership levels to improve the patient experience
   • f. Identifies internal and external best practices for the patient experience and provides feedback and supporting data to patient experience committees and collaborates with a variety of departments to create a culture of excellence in the delivery of patient and family centered care
   • g. In collaboration with senior leadership, communicates the exceptional experience vision and strategies across the organization
3. Relationship Management and Influencing Behaviors
   • a. Manages conflict; identifies issues that require immediate attention and applies principles of crisis management to handle situations as needed
   • b. Promotes team dynamics; mentors and coaches staff and colleagues; applies communication principles
   • c. Role models professional behavior; applies motivational theory; acts as a change agent; assist others in development problem solving skills; fosters a healthy work environment
   • d. Promotes professional development; promotes stress management; applies principles of self-awareness; encourages evidence-based practice; applies leadership theory to practice
   • e. Actively promotes internal and external communication
4. Human Resource Management
   • a. Evaluates staffing patterns and needs for assigned departments and services; matches staff competency with patient needs
   • b. Manages human resources within the scope of labor laws and hospital policies
   • c. Applies recruitment techniques and strategies to fill vacancies
   • d. Applies individual and team interview techniques to select qualified applicants
   • e. Conducts staff evaluations, assists staff with setting goals, implements continual performance development, initiates corrective actions and terminates staff as needed
   • f. Ensures staff have the appropriate equipment, supplies and resources to perform their jobs and meet goals, cost controls and deadlines
   • g. Ensures licenses and certifications are current for all employees in the department
5. Financial Management
   • a. Monitors and analyzes assigned budgets and address variances with action plans
   • b. Manages and meets productivity metrics and variances for The Emily Center and One Darn Cool School; monitors employee productivity and provides suggestions for increased service or productivity
   • c. Collaborates with the director on the financial resources and support provided by the foundation
   • d. Identifies areas for cost containment and ensures expenses are managed
   • e. Assists Director with operational and capital budget preparation
6. Performance Improvement
   • a. Collaborates with director to plan, implement and evaluate improvements to operational workflow and processes
   • b. Assesses customer and patient satisfaction; develops strategies to improve the patient and family experiences
   • c. Identifies key performance indicators for departments and programs, establishes data collection methodology; evaluates performance data; responds to outcome measurement findings; complies with documentation requirements
   • d. Leads process improvement huddles
   • e. Monitors and reports safety events; participates in root cause analysis; promotes evidence-based practices; manages incident reporting; promotes patient safety
   • f. Monitors and promotes workplace safety requirements
   • g. Maintains survey and regulatory readiness by ensuring completion of key monitoring and audits. Leads policy and procedure, guideline, protocol efforts within the unit/organization as assigned
7. Performs miscellaneous job related duties as requested.

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable