Director, Care Experience and Engagement

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. The role works closely with staff of the Care & Access Division and collaborates 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.

Responsibilities

• Develop and oversee strategies for human experience and organizational engagement in health care delivery.
• Design human‑centered systems to maximize patient experience and employee engagement.
• Support organizational culture initiatives and stay abreast of external experience and engagement trends and innovation.
• 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 on patient experience, human‑centered design, and organizational culture.
• Act as a resource and representative for the HEALTH team to the Health Outcomes unit and other relevant stakeholders, providing recommendations and strategies to strengthen trust and loyalty for patients and staff.
• Deliver direct support to Planned Parenthood member organizations through virtual communications, onsite meetings, and training to promote development and adoption of programs, tools, and practices, and cultivate internal expertise in evidence‑based methodologies.
• Maintain high standards of confidentiality and practice ethical communication.
• Lead development, implementation, and dissemination of best practices to support 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 member organizations with learning and development opportunities.
• Advance integration of In This Together (ITT) values into operational practices and organizational culture initiatives.
• Support affiliate participation in employee engagement measurement, providing individualized findings and access to improvement resources.
• Collaborate with national office colleagues to ensure engagement strategies and experience initiatives align 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.
• Perform other duties as assigned.
• Reside in a location that allows for quick and reliable transit to an airport.

Knowledge, Skills, and Abilities

• Bachelor’s degree or equivalent experience with additional related college courses or professional training in business administration, public administration, public health, or a related field.
• Minimum of 10 years experience, preferably in non‑profit management, health care consulting, patient experience, or related services.
• At least 3 years experience working at a Planned Parenthood membership organization (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, communicating complex, technical, or sensitive subjects clearly and engagingly.
• Strong public speaking and group facilitation skills with the ability to engage diverse stakeholder groups.
• Intermediate proficiency with technology and software to develop program content and connect end‑users (word processing, presentation software, video conferencing, etc.).
• Seasoned collaborator able to work effectively across multiple divisions, functions, and geographies, engaging colleagues and soliciting feedback at all project levels while owning and driving initiatives.
• Understanding of the complexity and impacts of the changing political landscape on sexual and reproductive health care provision.
• 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.
• High proficiency in Google products.
• Intrinsic motivation 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 to diversity, equity, and inclusion, particularly surrounding race equity.
• Highly independent problem‑solver capable of handling complex cross‑organizational problems by leading collaborative resolution processes.

Pay

$125,000 – $130,000 a year

Travel

Up to 40% of the time, the job requires domestic travel.