Patient & Family Engagement Senior Specialist

Cincinnati Children's Hospital Has Been Named:

• The #1 Pediatric Hospital in the Nation - US News and World Report 2023
• One of four Medical Centers making the list of the 2022 Glassdoor Best Places to Work
• A Top Hospital and Health System for Diversity recognized by DiversityInc
• One of the nation's most innovative companies by Fortune in March 2023
• An LGBTQ+ Healthcare Equality Top Performer in 2022 by The Human Rights Campaign (HRC)

Expected Starting Salary Range: 28.15 - 35.98

Department: Radiology

Hours: 40 per week; day shift

SUBFUNCTION DEFINITION: Responsible for ensuring that patients' families and other important hospital visitors are made as comfortable as possible by assisting in providing a variety of special services, including accommodations, transportation, business services, dining, shopping, and other personal services. Responsible for assisting in the resolution of patient and family questions, problems and complaints received from a variety of sources; interviewing and determining the appropriate course of action; reporting back to the family with the resolution; responding to letters of complaints or compliments; and coordinating investigations and responses to issues identified in patient satisfaction surveys.

Scope: Ensures program goals and objectives are met and that results are communicated to stakeholders. Participates in improving organization performance through recommending areas or approaches for improvement activities; performing new procedures; collecting data and providing input to department discussions.

REPRESENTATIVE RESPONSIBILITIES

Recognition Activities

Partners with divisional employee and patient family experience leaders to highlight and recognize engagement efforts across divisions. Demonstrates strategic linkages between organizational priorities and family engagement/experience.

Tracking and data analytics

Documents engagement activities in a standard database. Reports to divisional leaders quarterly on engagement trends and opportunities.

Program

Planning, management & execution. Forms credible, effective, long-range strategies to attain overarching divisional objectives across multiple service lines or care areas. Demonstrates leadership and strategic planning skills and the ability to implement projects successfully. Manages multiple projects simultaneously, works both independently and in a team environment, and works efficiently and creatively to meet deadlines. Demonstrates problem solving and decision making skills as well as the ability to exercise sound judgment. Knowledge of data management methodologies. Ensures program goals and objectives are met and that results are communicated to stakeholders. Participates in improving organization performance through recommending areas or approaches for improvement activities, performing new procedures, collecting data and providing input to department discussions.

Patient and Family Partnerships and Family Centered Care Education

Has knowledge of family-centered care principles (best practices and effective strategies for partnership with patient and family partners). Proactively advocates for family engagement across divisions and departments. Provides education for staff and trainees in family-centered care as part of established curriculum. Participates in division policy, procedure or guideline review to provide family centered perspective. Shares expertise nationally and internationally through correspondence, phone calls, attendance/presentations at national conferences, and other related events.

Project management

Proficient in project management. Leads multiple complex projects with a variety of constituents and/or one larger, more complex project with multiple community stakeholders. Consults with leader for direction. Works with project leaders to develop strategies for family engagement. Serves as a liaison between project teams and family partners. Facilitates structures/mechanisms for effective prioritization and communication among teams.

Qualifications:

EDUCATION/EXPERIENCE

Required:

• Bachelor's degree in a related field OR equivalent combination of education and experience
• 3 years of work experience in a related job discipline

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/AA/M/F/Veteran/Disability