Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

Ann & Robert H. Lurie Children's Hospital of Chicago

Job Description

The Patient Family Experience Manager is responsible for leading and overseeing the organization's Patient Family Experience functions, including complaint resolution, service recovery, and improvement of the patient and family experience. This role directs the work of Patient and Family Consultants and Patient Relations Representatives and works collaboratively with leadership, physicians, and staff to address and respond to patient and family concerns, identify key themes and implement improvements. The Patient Family Experience Manager also develops and delivers education to foster a culture of patient- and family-centered care, emphasizing principles of service excellence and service recovery. 

Essential Job Functions:

Lead efforts to enhance the patient and family experience by developing and implementing strategies that integrate their feedback into organizational improvement efforts. Act as a primary advocate for patient and family-centered care, promoting empathy, respect, and responsiveness to patient and family needs.Develop and maintain policies for addressing complaints and grievances. Serve as an expert resource to resolve patient and family concerns efficiently and compassionately, ensuring adherence to all regulatory requirements for grievance resolution.Direct the work of the Patient Relations Representatives and Patient Family Experience Consultants, including recruitment, training, and performance evaluation. Provide ongoing coaching and mentorship to support a team culture of service excellence and empathy. The authority to hire, separate, promote, demote, write and administer performance evaluations.Analyze and present patient family experience, complaint and grievance data to leaders and staff, identifying trends and opportunities for improvement. Integrate additional data from other feedback sources to inform improvements to the patient and family experience.Partner with teams such as Risk Management, Legal, Quality and Safety, Privacy, Compliance, Social Work, and Security Services to ensure a coordinated, patient-centered response to complaints and grievances.Oversee the service recovery process, including the distribution and utilization tracking of service recovery tokens. Analyze trends in service recovery needs and provide targeted education to staff on appropriate response strategies.Engage directly with patients and families through activities like rounding and observations to assess and understand their experience. Use insights to drive improvements and enhance service excellence. Aide in recruiting families to participate in improvement work.Develop and deliver presentations on patient and family-centered care, service excellence, and service recovery to a variety of audiences, including new employees, department teams, and as requested.Ensure compliance with all regulatory requirements related to patient and family complaints, grievances, and experience data. Support Accreditation Readiness efforts by participating in regulatory surveying and documentation processes.Other job functions as assigned.

Knowledge, Skills and Abilities:

Bachelor’s degree required. Master’s degree preferred.Minimum of 3 years clinical and/or leadership experience preferred.Good communication, problem solving, conflict-resolution and interpersonal skills. Ability to analyze, interpret, and present data on patient and family complaints, identifying trends and actionable insights for improvement.Familiarity presenting and interacting effectively with executives, medical staff and management at all levels of the organization.Highly organized and detailed orientedAbility to prioritize and address a variety of patient/family issues within firm timeframes.Basic familiarity in analyzing and presenting data to various audiences.Proficiency with Microsoft applications: Excel, Word, and Power Point.

Education

Pay Range

$93,600.00-$154,440.00 Salary

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position . Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

Supplemental Life, AD&D and Disability

Critical Illness, Accident and Hospital Indemnity coverage

Tuition assistance

Student loan servicing and support

Adoption benefits

Backup Childcare and Eldercare

Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members

Discount on services at Lurie Children’s facilities

Discount purchasing program

There’s a Place for You with Us

At Lurie Children’s we embrace and celebrate diversity and equity in a serious way. We are committed to building a team with a variety of backgrounds, skills, and viewpoints — recognizing that diverse identities strengthen our workplace and the care we can provide to the Chicago community and beyond. We treat everyone fairly, appreciate differences, and make meaningful connections that foster belonging and allyship. This is a place where you can be your best, so we can give our best to the patients and families who trust us with their care.  

Lurie Children’s and its affiliates are equal employment opportunity employers.  We value diversity and are committed to creating an inclusive environment for all employees.  All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law.

Support email: candidatesupport@luriechildrens.org