Director, Care Experience, Engagement

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $125k - $130k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 1%

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Planned Parenthood Federation of America

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1916

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Planned Parenthood Federation of America (PPFA) is a nonprofit organization dedicated to protecting and expanding access to sexual and reproductive health care and education across the United States. It operates health centers and provides services such as STD testing, birth control, abortion, emergency contraception, and cancer screenings. PPFA also offers online resources and tools to help individuals make informed decisions about their sexual health. As a 501(c)(3) tax-exempt organization, it relies on donations to support its mission and works to advocate for reproductive rights and health education for people of all genders.

📋 Description

• Develop and oversee programs designed to strengthen trust and loyalty for patients and staff receiving and providing sexual and reproductive health care • Work closely with Care & Access Division staff and collaborate with PPFA departments and divisions to integrate best practices and programming • Oversee development of tools, learnings, and resources for best practices in human experience, organizational engagement, patient experience, employee engagement, organizational culture, and related areas • Represent PPFA in support of member organizations’ efforts to improve patient experience and employee engagement • Provide consultative support to member organizations • Collaborate and serve as a subject matter expert on patient experience, human-centered design, and organizational culture • Provide recommendations and strategies to strengthen trust and loyalty for patients and staff • Support member organizations through virtual communications, onsite meetings, and training • Lead development, implementation, and dissemination of best practices • Facilitate identification and scaling of best practices related to patient experience, employee engagement, care navigation, and organizational culture • Support affiliates in improving patient satisfaction, trust, care navigation, and patient-centered care delivery • Partner with Digital Strategy to improve continuity across digital and clinical touchpoints • Partner with the Black Health Equity Initiative to address disparities in experience and engagement outcomes • Establish measures, evaluate outcomes, and identify trends related to patient experience and employee engagement • Facilitate advisory councils and stakeholder forums • Promote peer learning and knowledge-sharing across member organizations • Manage external resources, partnerships, and vendor relationships • Advance integration of In This Together values into operational practices and organizational culture initiatives • Support affiliate participation in employee engagement measurement and improvement resources • Ensure engagement strategies align with PPFA health equity, access, care delivery, and organizational priorities • Use experience, engagement, and operational data to drive continuous improvement and inform strategic recommendations • Perform other duties as assigned

🎯 Requirements

• 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 • Intermediate skill using technology and software to develop program content and connect end-users with valuable information, including word processing, presentation software, and video conferencing • Ability to work effectively across multiple divisions, functions and geography while engaging colleagues and soliciting feedback • Understanding of the complexity and impacts of the changing political landscape in sexual and reproductive health care • Commitment and track record of advancing racial equity in operations and communications • Ability to pivot and adapt based on changes in business priority, client needs, and the environment • Adept client relationship management focused on building trust and rapport • High proficiency in Google products • 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 • Highly independent problem solver able to handle complex cross-organizational problems • Candidates should reside in a location that allows for quick and reliable transit to an airport