Director, Care Experience and Engagement

Job description

Planned Parenthood is the nation’s leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation’s largest provider of sex education. Planned Parenthood organizations serve all people with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives. Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates, which operate non-profit health centers across the U.S. PPFA also works to educate the public on and advocate for issues of sexual and reproductive health. Formed as the advocacy arm of Planned Parenthood Federation of America, Planned Parenthood Action Fund is a separate non-profit membership organization tax-exempt under section 501(c)(4). The Action Fund engages in educational, advocacy, and limited electoral activity, including grassroots organizing, legislative advocacy, and voter education in furtherance of the Planned Parenthood mission. Planned Parenthood Federation of America (PPFA) seeks a Director, Care Experience and Engagement. This job reports to the Senior Director, Health Care Access Strategy in the Health Care Experience & Access (HEALTH) team of the Care & Access Division. The Care & Access Division supports Planned Parenthood member organizations in their provision of high-quality, person-centered care and represents that care at a national level. ### Purpose: The Director of Care Experience and Engagement will develop and oversee programs designed to strengthen trust and loyalty for patients and staff receiving and providing sexual and reproductive health care. They will work closely with staff of the Care & Access Division and collaborate with key staff across all PPFA departments and divisions to integrate best practices and programming, along with other national office initiatives, to achieve these objectives as well. The Director of Care Experience and Engagement will oversee the development of tools, learnings, and resources for best practices in the areas listed above. Areas of Work Focus: - Strategies for human experience and organizational engagement in health care delivery - Human-centered systems to maximize patient experience and employee engagement - Organizational culture support - External experience and engagement trends and innovation ### Engagement: This facilitative role requires a self-aware individual with strong emotional intelligence, self-motivation, and strong communication skills. - This position will be highly collaborative and work across the division as well as across the national office, especially with other colleagues in roles related to performance measurement, patient experience, organizational culture, health care access and delivery. - Represent PPFA in support of Planned Parenthood member organization efforts to improve patient experience and employee engagement. Provide consultative support to member organizations, as appropriate. - Collaborate and serve as a subject matter expert (SME) on patient experience, human-centered design, and organizational culture. - Serve as a resource and representative for the HEALTH team to the Health Outcomes unit and other relevant stakeholders across the federation, providing recommendations and strategies to strengthen trust and loyalty for patients and staff. - Direct support to Planned Parenthood member organizations through virtual communications and onsite meetings and training to promote development and adoption of programs, tools and practices and cultivate internal expertise in using evidence-based methodologies. - Must be able to maintain high standards of confidentiality and practice ethical communication. ### Delivery: - Lead development, implementation, and dissemination of best practices to support Planned Parenthood member organizations' efforts to strengthen trust and loyalty for patients and staff - Facilitate identification and scaling of best practices related to patient experience, employee engagement, care navigation, and organizational culture - Support affiliates in developing sustainable approaches to improving patient satisfaction, trust, care navigation, and patient-centered care delivery - Partner with Digital Strategy and other stakeholders to improve continuity of patient experience across digital and clinical touchpoints - Partner with the Black Health Equity Initiative and other stakeholders to identify and address disparities in experience and engagement outcomes - Partner with DFAR and Health Outcomes teams to establish measures, evaluate outcomes, and identify trends related to patient experience and employee engagement - Facilitate the Planned Parenthood Experience Affiliate Advisory Council (or successor groups) and other stakeholder forums - Promote peer learning and knowledge-sharing across member organizations - Manage external resources, partnerships, and vendor relationships to connect staff of Planned Parenthood member organizations with learning and development opportunities to cultivate internal expertise in patient experience and employee engagement - Advance integration of In This Together (ITT) values into operational practices and organizational culture initiatives - Support affiliate participation in employee engagement measurement, accessing their individualized findings; and access to improvement resources - Collaborate with national office colleagues to ensure engagement strategies and experience initiatives are aligned with PPFA's health equity, access, care delivery, and organizational priorities - Ensure experience, engagement, and operational data are used to drive continuous improvement efforts and inform strategic priorities and recommendations - Performs other duties as assigned. ### Knowledge, Skills and Abilities (KSAs): - Bachelor’s Degree or equivalent experience with additional related college courses or professional training in business administration, public administration, public health or related field. - A minimum of 10 years experience; preferably related to non-profit management, health care consulting, patient experience, or related services. - Minimum of 3 years experience working at a Planned Parenthood membership organization is desirable. - Clinical licensure (RN, NP, PA or CNM) and/or Master’s Degree in Healthcare Administration, Public Health, Business Management, or related field a plus. - Advanced knowledge of medical practice management including patient experience, employee engagement, continuous improvement, and brand loyalty. - Excellent ability to conceive, draft, proofread and edit written materials quickly, including demonstrated ability to understand and communicate about complex, technical, or sensitive subjects in a clear, concise, and engaging manner. - Strong public speaking and group facilitation skills paired with ability to engage and interact with diverse groups of stakeholders. - Intermediate skill using technology and software to develop program content and connect end-users with valuable information (word processing and presentation software, video conferencing, etc.). - Seasoned collaborator—able to work effectively across multiple divisions, functions and geography, with a knack for engaging colleagues, soliciting feedback and input, at all levels in projects and processes while continuing to own and drive them. - Understands and is able to articulate the complexity and impacts of the changing political landscape in the provision of sexual and reproductive health care. - Commitment and track record of advancing racial equity in both operations and communications. - Ability to pivot and adapt based on changes in business priority, client needs, and the environment. - Position requires adept client relationship management focused on building trust and rapport through collaborative development of high-quality deliverables. - High proficiency in Google products. - Intrinsic Motivation - ability to work independently and produce high-quality deliverables according to deadlines. - Commitment to Planned Parenthood’s mission of promoting Sexual and Reproductive Health. - Flexibility and ability to adapt to quickly changing priorities and ambiguous situations. - Commitment to PPFA’s mission and diversity, equity, and inclusion, particularly surrounding race equity. - A highly independent problem solver. Able to handle complex cross- organizational problems by leading a process of collaboration with appropriate stakeholders to find a resolution. - Candidates should reside in a location that allows for quick and reliable transit to an airport.