Director, Care Experience, Engagement

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and manage initiatives aimed at enhancing trust and loyalty among patients and staff involved in sexual and reproductive health care.

• Collaborate closely with staff from the Care & Access Division and engage with various PPFA departments to incorporate best practices and programming.

• Supervise the creation of tools, insights, and resources focused on best practices in human experience, organizational engagement, patient experience, employee engagement, organizational culture, and similar areas.

• Act as a representative for PPFA, supporting member organizations in their mission to enhance patient experience and employee engagement.

• Offer consultative assistance to member organizations.

• Collaborate and serve as a subject matter expert on patient experience, human-centered design, and organizational culture.

• Provide strategic recommendations to bolster trust and loyalty among patients and staff.

• Assist member organizations through virtual communication, on-site meetings, and training sessions.

• Lead the development, execution, and distribution of best practices.

• Facilitate the identification and scaling of best practices concerning patient experience, employee engagement, care navigation, and organizational culture.

• Aid affiliates in enhancing patient satisfaction, trust, care navigation, and patient-centered care delivery.

• Collaborate with the Digital Strategy team to enhance continuity across digital and clinical interactions.

• Partner with the Black Health Equity Initiative to tackle disparities in experiences and engagement outcomes.

• Establish metrics, assess outcomes, and identify trends related to patient experience and employee engagement.

• Facilitate advisory councils and stakeholder forums.

• Encourage peer learning and knowledge-sharing among member organizations.

• Manage external resources, partnerships, and vendor relationships.

• Promote the integration of In This Together values into operational practices and initiatives related to organizational culture.

• Support affiliate involvement in employee engagement measurement and improvement resources.

• Ensure that engagement strategies align with PPFA's health equity, access, care delivery, and organizational priorities.

• Utilize experience, engagement, and operational data to foster continuous improvement and guide strategic recommendations.

• Execute additional tasks as assigned.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience, supplemented by relevant college courses or professional training in business administration, public administration, public health, or related fields.

• At least 10 years of experience, ideally in non-profit management, health care consulting, patient experience, or related services.

• A minimum of 3 years of experience within a Planned Parenthood membership organization is highly desirable.

• Clinical licensure (RN, NP, PA, or CNM) and/or a Master’s Degree in Healthcare Administration, Public Health, Business Management, or a related field is a plus.

• Advanced understanding of medical practice management, encompassing patient experience, employee engagement, continuous improvement, and brand loyalty.

• Exceptional capability to conceive, draft, proofread, and edit written materials promptly, with a proven ability to articulate complex, technical, or sensitive subjects clearly, concisely, and engagingly.

• Strong public speaking and group facilitation abilities.

• Intermediate proficiency in utilizing technology and software to develop program content and connect end-users with essential information, including word processing, presentation software, and video conferencing tools.

• Ability to effectively collaborate across multiple divisions, functions, and geographical locations while engaging colleagues and soliciting feedback.

• Awareness of the complexities and implications of the evolving political landscape in sexual and reproductive health care.

• A proven commitment to advancing racial equity in operations and communications.

• Ability to adapt and pivot in response to changes in business priorities, client needs, and the environment.

• Skilled in client relationship management, with a focus on building trust and rapport.

• High proficiency in Google products.

• Capacity to work independently and deliver high-quality outputs within deadlines.

• Dedication to Planned Parenthood’s mission of promoting Sexual and Reproductive Health.

• Flexibility and the ability to adjust to rapidly changing priorities and ambiguous circumstances.

• Commitment to PPFA’s mission and principles of diversity, equity, and inclusion, particularly in relation to racial equity.

• Highly independent problem solver capable of addressing complex cross-organizational challenges.

• Candidates should reside in a location that facilitates quick and reliable access to an airport.

🏝️ Benefits

• Comprehensive health benefits.

• Generous paid time off and holidays.

• Opportunities for professional development and growth.

• Supportive work environment focused on diversity, equity, and inclusion.