At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

To be responsible for the overall coordination, implementation, execution, control, and completion of enterprise-wide projects designed to enhance patient and family experiences across the enterprise. Promotes excellence in care delivery by providing service consultation, collaboration, leadership, research, and advocating for change as needed

Essential Functions

• Project management • Works directly with the Director of Patient Experience to identify and prioritize short- and long-range improvement projects that align with the organization’s strategic plan.

• Works collaboratively with project stakeholders to develop a comprehensive project plan. Project plans will include: Scope, Schedule, Cost, Anticipated Outcomes, Organization and Communications, Staffing, Risk and Issue Management, and Change Management.

• Perform project planning. Create, build, and update project schedules, project charters, project plans, status reports, and work breakdown structures.

• Supports the project planning process by providing data and insight on patient and family needs and industry best practices to achieve project outcomes.

• Foresee potential barriers in projects and communicate accordingly.

• Influence others and move toward a common vision or goal.

• Integrate change management activities into project plan.

• Identify and manage anticipated resistance.

• Support change management at the organizational level.

• Organize and collate information on project status and activities into meaningful reports.

• Ensure enterprise wide communication management. Create and implement project communication.

• Implement and manage project changes and interventions to achieve desired project outcomes.

• Ensure availability and allocation of resources appropriate to each project; coordinate resources to achieve project execution.

• Track project expenses and manage project budget.

• Perform project evaluations and assessment of results.

• Track project deliverables using appropriate tools. • Oversee and advise project teams and external consultants. • Support project team. • Facilitate and lead project meetings as necessary

• Service Training

• Lead and support customer service trainings for all Children’s employees and new hires

• Shadow staff and providers during patient encounters to identify areas of strength and opportunity related to communication and service.

• Observe leaders to identify areas of strength and opportunity related to coaching for service excellence and supporting service recovery.

• Coach staff, providers and leaders to enhance service excellence behaviors and increase acts of compassion

• Assist with internal campaigns that communicate and recognize examples of service excellence and compassion

• Stay abreast of trends and developments in Patient Experience by reading appropriate literature and attending seminars, participating in collaborations with other healthcare organizations, and attending training programs or related conferences

• Coordinates and supports evidence-based practice, research and publication activities related to patient experience and organization objectives.

• Strengthens the link between evidence-based practice, research and clinical practice by facilitating others’ understanding while promoting utilization of the research process to improve patient outcomes and enhance the environment of care. This may include assisting others to interpret and conduct evidence-based practice or research.

• Critically evaluates existing service practices utilizing current or new research and leads the integration of change into related organizational policies/procedures and actual practice. Identifies opportunities to acknowledge organization for patient experience best practices as seen through support of award submissions, publication and presentation, i.e. assist others in article development, author/co-author articles, development of poster or oral presentations.

Education Qualifications

• Bachelor's Degree From an accredited college or university in healthcare/business administration, communications or a related field Required and

• Master's Degree From an accredited college Preferred

Experience Qualifications

• Minimum 5 years’ experience in healthcare or healthcare related field Required and

• Experience providing strategic direction and leadership in patient and/or customer satisfaction Required and

• Project management and strategic communication experience Preferred and

• Previous experience with an industry survey process/analysis Preferred

Skills and Abilities

• Excellent analytical skills to include data gathering, fact-finding, and report generation using word processing, spreadsheets, and database tools.

• Proficiency with computer programs including working knowledge of Microsoft Office applications.

• Strong background in the use of data to improve processes

• Must have excellent organizational and communication skills in both written and oral form.

• Must have ability to work well with others.

• Must be able to work independently or with very general direction

Licenses and Certifications

• Six Sigma Green Belt Certification Six Sigma Green or Black Belt certification Preferred and

• • PMP (Project Management Professional) certification Preferred and

• Certified Patient Experience Professional (CPXP) If not currently certified CPXP within 1-1/2 Yrs Preferred

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!

IND123

Requisition ID : 21336