• Director of Patient and Family-Centered Care

    Posted Date 4 weeks ago(4/25/2018 1:18 PM)
    Requisition ID
    Position Type
    Regular Full-Time
    ICE CORE Patient & Family Centered Care
    Post End Date
  • Overview

    The Director for Patient and Family Centered Care (PFCC) is responsible for leading an integrated, comprehensive and proactive PFCC program for the University of Arkansas for Medical Sciences.  The Director is responsible for developing and implementing strategies that improve the experience of our patients and their families.  He / she will be a strong voice promoting a comprehensive culture of PFCC throughout the institution.  The successful candidate must have outstanding communication skills and an ability to build strong collaborative relationships with a diverse set of stakeholders, e.g., patients, families, clinicians, students, scientists, and community partners. He / she must be results driven and able to effectively use data to drive organizational change.


    UAMS offers amazing benefits and perks:

    • Health: Medical, Dental and Vision plans available for staff and family
    • Holiday, Vacation and Sick Leave
    • Education discount for staff and dependents (undergraduate only)
    • Retirement: Up to 10% matched contribution from UAMS
    • Basic Life Insurance up to $50,000
    • Career Training and Educational Opportunities
    • Merchant Discounts
    • Concierge prescription delivery on the main campus when using UAMS pharmacy


    Key Job Responsibilities


    Organizational Leadership – 25%

    • Leads planning, execution, integration, and implementation of initiatives that improve the experience of patients and families at UAMS.
    • Acts as an exemplary campus leader who improves the experience of our patients and their families by inculcating the principles of PFCC into the culture of UAMS.
    • Introduces and employs state-of-the-art, evidence-based best practices to improve the experience of patients and their families.
    • Works collaboratively with campus leaders to incorporate PFCC principles and activities into institutional policy, practice, patient care delivery models, curricula, and clinical research projects / programs.
    • Serves as an internal resource and subject matter expert on PFCC and other programs that that positively influence patient and family experience.
    • Ensures that PFCC content expertise and representation reflects the diversity and lived experience of our patients and their families as well as our workforce.

     Program Management – 50%

    • Utilizes institutional data to monitor and improve UAMS’ patient experience and the effectiveness of its clinical, educational, and research programs.
    • Manages and coordinates all campus initiatives and projects aimed at improving the experience of our patients and their families.
    • Prepares and submits reports to the leadership team on organizational performance in meeting patient experience / satisfaction / education goals.
    • Manages and coordinates institutional patient advocacy programs including the establishment of goals and ongoing performance evaluation.
    • Works with UAMS leaders, patients and their families to solve complex problems and issues concerning their experience at UAMS.
    • Monitors and insures adherence to laws, regulations, and accreditation requirements relevant to the experience of our patients and their families.
    • Manages and coordinates campus initiatives and programs that integrate health literacy and effective communication strategies into patient care delivery models, curricula, and clinical research projects / programs.
    • Plays a key role in educating, coaching, and training staff, physicians, students, trainees, families, patients, and community partners regarding PFCC and other strategies designed to optimize our patients’ care experience.
    • Develops and implements patient and family centered education and training programs throughout the institution. Ensures attention to health equity and disparities in selection and delivery of training program content.
    • Grows patient and caregiver involvement in value-based payment initiative strategy development and implementation (e.g., cross-system and community-directed initiatives).
    • Collaborates with UAMS finance team to provide financial stewardship of PFCC-related activities
    • Works with other campus leaders to develop community health advisor or other peer-led workforce roles (e.g., care management / care coordination)

     Partnership Advancement – 25%

    • Leads the development and coordination of patient and family advisors, partners, and committees to effectively build partnerships among health care providers, patients, and their families.
    • Serves as a trusted liaison between senior leadership, the medical and nursing staff, and the patient advisory councils to inspire, build confidence, forge alliances, and garner support.
    • Fosters and maintains collaborative relationships with multidisciplinary clinical and operational leadership in order to engage and embed the principles of patient and family centered care into their practice
    • Promotes the inclusion of patient and family knowledge, values, beliefs, and cultural backgrounds into the planning and delivery of care.
    • Practices and promotes the cultural humility and works as a highly effective ambassador for health equity.
    • Represents UAMS’ patient and family centered care program to national, state, and community agencies and organizations.
    • Effectively manages existing community partnerships and seeks out and builds new strategic relationships within our communities.


    Internal & External Contacts

    • Routine communication with faculty, directors, managers, supervisors and frontline staff.
    • Heavy contact with patients and families, physicians, staff, and advisory councils.
    • Regular contact with professional colleagues and professional associations, such as the Arkansas Hospital Association.
    • Regular contact with state and local government officials involved in consumer advocacy and consumer inclusion, e.g. Arkansas Department of Health, economic development, and the criminal justice system.


    Key Relationships

    The Director of Patient and Family Centered Care will report directly to the Associate Vice Chancellor of Patients and Families. Other key relationships include:

    • Chief Nursing Officer
    • Chief Clinical Officer
    • Chief Operating Officer
    • Chief Quality Officer
    • Director, Population Health
    • Service Line Leaders


    Bachelor's degree in Public Policy, Healthcare Administration or related Health field plus 5 years of experience working in a healthcare environment, experience in programs focused on Patient/Family Centered Care and experience leading groups including quality improvement/performance improvement required. Project management skills including the ability to define program, project, or process objectives, including identification of all stakeholders, plan steps, coordinate the work and resources in a timely manner is essential.


    Knowledge, Skills & Abilities:

    • Mastery of a variety of communication modalities to include verbal communication, leading meetings, making formal presentations, and writing complex documents in an easy to understand manner.
    • Excellent organizational skills.
    • Strong interpersonal skills to work productively with all levels of hospital personnel as well as patients and families.
    • Highly flexible with the ability to manage and respond to changing priorities.
    • Strong active listening skills and the ability to identify the needs of the patient and family whether spoken or implied.
    • Strong computer and technology skills.
    • Must know Microsoft Word, Excel, PowerPoint, Publisher etc.
    • Solid understanding of process improvement methodologies
    • Ability to work independent and self-directed.

    Preferred Qualifications:

    • Master's degree in a healthcare field.
    • Process Improvement Certification.

    Salary: Negotiable


    UAMS is an inclusive Affirmative Action and Equal Opportunity Employer of individuals with disabilities and protected veterans and is committed to excellence. 

    Physical Requirements

    Stand: Frequently
    Sit: Frequently
    Walk: Frequently
    Bend, crawl, crouch, kneel, stoop, or reach overhead: Occasionally
    Lift, push, pull, carry weight: 11 - 25 lbs
    Use hands to touch, handle, or feel: Continuously
    Talk: Continuously
    Hear: Continuously
    Taste or smell: Occasionally
    Read, concentrate, think analytically: Continuously
    Physical Environment: Inside Classroom Setting, Inside Medical Facility Environment, Inside Office Environment
    Noise Level: Moderate
    Visual Requirements: Color discrimination, Depth perception, Far visual acuity, Near visual acuity
    Hazards: None


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