Manager Family Relations - Office of Feedback bei Chop

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.


CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.


A Brief Overview
Leads the Office of Feedback by providing oversight and strategic vision for leveraging patient and family feedback to improve the patient and family clinical and non-clinical experience. Partnering with clinical, administrative and operational leaders across the enterprise, the Manager is accountable for the process to respond to feedback from patients and families, including grievances, across the enterprise and ensuring all regulatory requirements are met. Oversees the tracking and trending of feedback to identify themes and opportunities for improvement. Lead the Office of Feedback team and oversee daily processes, operations and project portfolio.
 

What you will do

• Develop a vision for maximizing feedback from patients and families across multiple channels, including but not limited to: Your Voice Matters, written, email, phone, online/social media, survey and internal/external websites.
• Lead the enterprise approach to include and embed the family voice in our care delivery model from scheduling to visit or stay to bill payment
• Partner with clinical, operational and administrative stakeholders across the enterprise to solicit feedback from patients and families, as part of promoting family-centered care
• Oversee and lead enterprise-wide approach, processes and systems to respond to patient and family feedback, including grievances, in a timely manner and ensure all regulatory requirements are met
• Assess, monitor and prioritize feedback both at the individual and system level, and look holistically across feedback for best practices as well as opportunities to drive local-level and system-level improvement
• Serve as organizational expert and thought leader for responding to and leveraging family feedback, and serve as co-chair CHOP Grievance Committee
• Provide operational, administrative and fiscal oversight for the Office of Feedback

Education

• Bachelor's Degree Required
• Master's Degree Preferred

Experience

• Previous experience leading clinical operations in an academic medical center setting Required
• At least seven (7) years progressive healthcare experience in a leadership role Required
• At least three (3) years in Patient Relations field, including healthcare administration/leadership, Nursing or other clinical operational role. Preferred
• Pediatrics experience Preferred
• At least eight (8) years of progressive healthcare experience in a leadership role. Preferred

Knowledge, Skills and Abilities

• Demonstrated ability to influence and partner with clinical and non-clinical professionals at all levels across academic medical center.
• Ability to independently think, assess and make decisions.
• Strong influence and persuasion skills. Experience in navigating difficult conversations and de-escalation.
• Excellent written and verbal communication skills; ability to connect 1:1 with patients, families and staff.
• Strong prioritization and problem-solving skills. Demonstrated superior management and judgement skills in a fast-paced environment with competing priorities, multiple projects and a consistent need for consistent adherence to multiple regulatory requirements and guidelines.

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

$104,600.00 - $138,600.00 Annually

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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This job is eligible for an incentive program.

At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.

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