Manager of Patient and Family Engagement

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Position Details

Department: PCH-MAIN | Div-Family Centered Care
Category: Director/Management
Location: Phoenix
Employee Type: Regular
Posting #: 840053
Posted On: 5/29/2024

Position Summary

The Manager of Patient & Family Engagement oversees Family Advisory Councils, Patient/Parent Workgroups, and other key family engagement efforts to promote a culture centered around patients and their families at Phoenix Children’s. This role is pivotal in amplifying the voices of patients, families, and the wider community, while collaborating with hospital leadership to develop, plan, and implement strategies that improve the patient experience. The manager works with clinical, operational, and administrative teams across the enterprise to foster a culture of excellence by advancing Family Centered Care and advocating for the active involvement of families in the healthcare delivery process. Success factors for this role include: • Deep knowledge of healthcare systems and processes • Understanding of Family Centered Care principles • Experience supporting patients/ families with psychosocial needs • Humble persistence and self-motivation • Ability to lead through influence • Effective communication & facilitation skills

Position Duties

  1. Family Engagement Recruitment & Facilitation
    • Develops, oversees and evaluates the recruitment and selection process for all Patient Family Advisory Council & Workgroups (PFACs/PPWGs) members
    • Facilitates Patient Family Advisory Council & Workgroups meetings including yearly goal setting
    • Builds and maintains relationships with operational leaders to ensure broader stakeholder engagement and alignment within
    • Promotes the work of the councils and encourages involvement of patient family advisors in hospital wide improvement initiatives and committees.
    • Serves as central resource and coordinating link for dynamic engagement between families, staff and enterprise teams
    • Partners with marketing and communications to maintain the Family Advisory Council (FAC) web page on Phoenix Children’s website, ensuring up to date information on FAC opportunities and accomplishments.
  2. Engagement Strategy
    • Supports and leverages Patient Family Advisory Council & Workgroups to ensure the voice of the patient is represented in operations and improvement efforts.
    • In collaboration with senior leadership, develops and monitors family engagement structure to support organizational mission and promote service excellence and patient and family centered care.
    • In partnership with Child Life leadership provides leadership of Phoenix Children special events and visitors to ensure maximum therapeutic impact
    • Ensures visibility of PFAC/PPWG outcomes to promote the belief that patient and family voice is essential to the design and delivery of optimal care and services.
  3. Training and Education
    • Develops, oversees and evaluates onboarding process for new PFACs/PPWGs members, as well as internal staff and leaders participating on PFACs/PPWGs in formal roles
    • Develops training materials used for onboarding and other initiatives as needed for FAC members.
    • Provides training and education throughout the organization on effective tools for establishing interpersonal connections with patients and families including but not limited to New Hire Orientation and New Provider Orientation
    • Recruitments, trains and supports Patient Family Faculty to inform and deliver staff education on family centered care
  4. Patient & Family Experience
    • Builds strong, effective relationships at all levels, working collaboratively with hospital staff and leaders to resolve customer issues timely in order to enhance the patient experience and provide excellent customer service.
    • Analyzes patient experience survey data for hospital and ambulatory practices, as well as other forms of feedback, to identify opportunities for improvement in patient experience
    • 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.
    • Identifies internal and external best practices for patient experience and provides recommendations and supporting data to patient experience committees and department leaders
    • In collaboration with senior leadership, communicates the exceptional experience vision and strategies across the organization and to the Patient Family Advisory Council & Workgroups, supported by data analytics and incorporating the family voice
    • Serves as liaison to the vendor that provides patient satisfaction data and the reports this information out to leadership.
  5. Resource for Family Complaints and Concerns
    • Supports patient rights and advocates for patient and family needs.
    • Provides support to leaders/providers to address patients and families in crisis.
    • Identifies resources to assist patients and families.
    • In collaboration with all levels of leadership across the organization, actively seeks resolution to recurrent concerns identified by patients and/or families.
  6. Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

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

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Education
Do you meet this requirement?
1. Master’s Degree in Healthcare, Nursing, Social Work or related discipline from an accredited college or university
Required
Experience
Do you meet this requirement?
1. Five (5) years of healthcare experience
Required
2. Three (3) years of experience supporting the patient experience and/or providing psychosocial support for patients and families. (social work, child life, community health etc.)
Required
3. Three (3) years of leadership experience.
Required
4. Process improvement experience
Preferred
Special Skills
Do you meet this requirement?
1. Change management
Required
2. Ability to positively influence others to achieve results that are in the best interest of the organization
Required
3. Ability to manage results, processes and relationships while driving to identified outcomes
Required
4. Effective communication
Required
5. Knowledge of computer systems and software used in functional area and demonstrated computer skills
Required
6. Demonstrated ability to develop and lead interactive and engaging training and education materials relevant to family centered care and patient experience.
Required
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Feeling (sensing textures and temperatures) - Occasionally
2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Occasionally
3. Physical Requirement - Hearing - Constantly
4. Physical Requirement - Pushing/pulling - Occasionally
5. Physical Requirement - Reaching - Occasionally
6. Physical Requirement - Sitting - Frequently
7. Physical Requirement - Standing - Frequently
8. Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally
9. Physical Requirement - Talking - Constantly
10. Physical Requirement - Tasting/smelling - Occasionally
11. Physical Requirement - Walking - Occasionally
12. Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly
13. Physical Requirement - Lift up to 35 pounds without assistance - Occasionally
14. Occupational Exposure/Risk Potential - Inside office environment - Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply