Senior Patient Family Experience Advisor

Company Name: Childrens Hospital of Philadelphia

Location: Philadelphia, PA, US - 19104

Job Duration: 2021-06-11 to 2021-07-11


Location: LOC_CSH_MAIN-Children’s Seashore House 

Req ID: 128374

Shift: Days

Employment Status: Regular – Full Time 

Job Summary

The Patient and Family Experience Advisor provides analytic support, education and advanced project management skills to develop, execute and oversee work initiatives and projects designed to improve the experiences of patients and families across the CHOP enterprise.

Under the direction of the Manager, Patient & Family Experience, the Sr. Advisor oversees multiple projects that successfully support the development, implementation and timely execution of rapid-test and long-term implementation of programs and strategies to improve the patient and family experience. This role will utilize performance measures, such as, Pediatric HCAHPS, staff engagement/competency training and other surveys, as well as all other methods of obtaining patient and family experience feedback to help measure patient and family experience. The role will also be responsible for partnering with leaders at all levels of the organization to develop strategies and establish necessary training and ongoing measurement to drive sustainable results

As a champion of Family-Centered Care and a content expert on CHOP’s experience metrics and survey results database, the Sr. Advisor proactively partners with managers, divisions,departments, practices, etc. to access and understand their respective performance metrics/reports. The Advisor will work with leaders to translate their unit/service/location specific data into meaningful and actionable data/work plans in accordance with the CHOP

Improvement Framework. In addition, the Sr. Advisor collaborates with teams and ensures that all relevant Analytics and dashboards are utilized to track and trend the ongoing success and performance of improvement initiatives. The Sr. Advisor manages the operational project performance in accordance with Enterprise Plan metrics and targets.

The Sr. Advisor serves as an institutional representative to manage the day-to-day relationships with external vendors/providers with whom CHOP contracts for products and services that support experience improvement work to ensure adherence to terms as well as efficient, cost-effective delivery of those products and services.

The Sr. Advisor is responsible for staying informed and providing consistent updates to the Patient & Family Experience team leadership and other key stakeholders about potential implications and opportunities related to relevant events and developments occurring externally to the hospital. (i.e. CMS, Magnet reporting requirements, key industry trends/developments, technology/product development, competitive intelligence, etc.)

Job Responsibilities

  •  Responsible for creating a master grid mapping the patient and family experience across the organization to help support the management of a portfolio of continuous process and experience improvement projects that operate from the perspective of patients, families and staff.
  •  Create and manage to a process of routinely analyzing and communicating patient  and family experience scores, metrics and feedback from multiple sources (surveys/comments, focus groups, direct observation, FAC/YAC, Family Partners,etc.) Partner with team leaders to make course corrections and adjustments to project plans in accordance with data/feedback/metrics and guidance from Operating Plan committee leadership. Synthesize information and assist in the formulation of recommendations for improving experiences that drive improved scores.
  • Develop relationships with and communication strategies for work groups and key stakeholders across the organization to effectively manage and drive multiple improvement projects that stay on schedule, in scope and achieve targeted goals and objectives.
  • Partner directly with Family Consultants and key stakeholders to develop curriculum,strategies and education that impact the behaviors and communications skills that successfully support programs designed to improve the patient, family and staff experience based on key metrics and patient, family and staff feedback. Ensure that Family-Centered Care core concepts are key drivers of experience improvement work/projects.
  •  Manage day-to-day relationship with key vendors to ensure adherence to contract deliverables related to products, services, analytical support and industry and competitive intelligence.
  • Manage operational project performance in the CHOP Improvement Framework format in accordance with Enterprise Plan targets and metrics.

Job Responsibilities (Continued)

Job Responsibilities (Continued)

Required Licenses, Certifications, Registrations


Required Education and Experience

Required Education: Bachelors                                                                          


Required Experience: At least three (3) years in process improvement work, consumer research, project/change management, process engineering, and business/performance analytics, preferably in health care.

Preferred Education, Experience & Cert/Lic

Preferred Education: Master’s Degree in healthcare


Preferred Experience: Nursing, Nursing Leadership, Consumer Research, Change Management experience. Previous related experience working in health care industry.


Preferred Licenses/certificates/registrations: RN, MRN, LSW, MBA, Lean/six sigma Green belt

Additional Technical Requirements

  • Understanding of statistics or experience working with data sets/data management and analysis to support decisions, strategy
  •  Demonstrated Advanced Project Management experience delivering against targeted goals, results, an timeframes
  • Understanding of statistics or experience working with data sets/data management,qualitative/quantitative research and interpreting/responding to consumer attitudes
  •  Demonstrated advanced project management experience delivering against target goals, results and timeframes.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children’s Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children’s Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products.

Children’s Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146