• Children's Hospital of Philadelphia
  • $150,470.00 -150,470.00/year*
  • Philadelphia , PA
  • Executive Management
  • Full-Time
  • 1103 Market St



Dir Patient& Family Experience

Philadelphia, PA, US, 19104

Job Type:

WOOD CTR - Wood Building Req ID: 27114

Shift: Days

Employment Status: AF - Active - Regular - Full Time

Job Summary

Leads the operations and strategy for the overall Patient and Family Experience program within the Patient & Family Services department. Sets the vision and provides thought leadership for elevating all aspects of Patient & Family Experience portfolio. Improves the Patient & Family Experience as measured by our patient and families via surveys and other feedback mechanisms. Leads the organization in responding to and resolving all patient and family complaints and concerns, and ensures compliance and risk mitigation. Advances Family Centered Care and promotes the inclusion of the family voice. Works collaboratively with clinical, administrative and operational leaders throughout CHOP to advance the Patient & Family Experience.

Job Responsibilities

* Develop, implement and continuously evaluate the strategy and vision for advancing the Patient & Family Experience, the Office of Feedback and Family Centered Care
* Oversee the execution of a portfolio of continuous improvement projects, prioritize and align projects with the CHOP strategy, and leverage a comprehensive and integrated data and analytics approach
* Oversee and manage the implementation, monitoring, and reporting of corrective actions related to complaints and grievances; including the coordination of written responses to grievances in accordance with all CHOP policies and regulatory agency requirements for patient grievance administration (including Joint Commission, CMS and Department of Health)
* Ability to inspire and influence cross-functional teams and key stakeholders across the organization to achieve patient and family experience strategy, goals and milestones
* Cultivate ongoing partnerships with key leaders and stakeholders (internally and externally as needed) and serve as a content expert on patient experience and feedback
* Management oversight, human resources and budget responsibility for Patient & Family Experience, Office of Feedback and Family Centered Care
* Additional duties as required

Job Responsibilities (Continued)

Job Responsibilities (Continued)

Required Licenses, Certifications, Registrations

Required Education and Experience

Required Education: Masters of/in Health Services Administration, Public Health, or Health related field.

Required Experience:

* Five (5) years Progressive leadership/management experience with managing teams and projects in a complex healthcare environment

Preferred Education, Experience & Cert/Lic

Additional Technical Requirements

* A track record of successfully implementing enterprise-wide, large scale improvement initiatives and changing culture
* Demonstrated ability to lead programs and projects using improvement methods, project management and analytics, while navigating competing priorities, organizational dynamics, and leading and driving change
* Use of flexible and thoughtful approaches to leading diverse, cross-functional teams
* Familiarity with healthcare regulatory oversight policies, practices and processes
* Superior communication skills, both written and verbal
* Strong quantitative and analytical abilities
* Excellent interpersonal skills, including the ability to manage teams with diverse backgrounds, skill sets and points of view
* Demonstrated coaching, consultation, team building and facilitation skills
* Strong understanding and presence of Family-Centered Care embedded in work approach and philosophy
* Successful implementation of patient experience improvement initiatives and development of an environment that facilitates an outstanding patient experience preferred

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans. Please contact our hiring official with any referrals or questions.

CHOP Careers Contact

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146

Phone: 866-###-####



Nearest Major Market: Philadelphia

Job Segment: Medical, Public Health, Patient Care, Project Manager, Healthcare, Technology

Associated topics: analyst, cmo, demand, event, fundraise, marketing, mba, public relations, regulatory, university relationship

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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