Craniofacial Program Family Specialist (Part Time, days)

Description

Job Summary

Develops and implements informational, educational, and emotionally supportive programs to families of the Craniofacial Center and staff.

Job Specific Duties

• Develops programs and implements Craniofacial family support and utilizes evaluation tools to assess effectiveness and success of programs.
• Coordinates patient/family activities and events and distributes or makes accessible family support materials and products.
• Develops peer-to-peer mentoring. Solicits, interviews, trains, and coordinates volunteers to provide support to Craniofacial families.
• Serves as an advocate to develop programs, services, etc. to improve the experience of families/parents at the prenatal, newborn, and weekly Craniofacial Clinic.
• Facilitates effective communication between patients, families, and providers to enhance family-centered care and ensure common goals.
• Negotiates and mitigates family expectations to promote satisfaction, ensure quality, and safety and minimize risk.
• Conducts rounds with patients/families to obtain feedback regarding the family’s hospital experience.
• Participates in the Craniofacial Quality Improvement Committee and NCH Family Advisory Council.
• Proactively monitors trends in patient/family concerns to identify systematic, process, or cultural barriers to the delivery of patient/family-centered care.
• Seeks opportunities for appropriate family participation in the development of institutional improvement strategies.
• Tracks parent and family satisfaction and designs strategies to increase satisfaction. Identifies opportunities for staff education and facilitate learning to staff in customer service improvement.
• Identifies useful and appropriate resources for NICU/preemie families and works to implement system.
• Provides training/education to the Craniofacial Team and throughout the institution on effective tools for establishing interpersonal connections with families.
• Works collaboratively with NICU staff to educate them on the perspectives of families.

Qualifications

Minimum Job Requirements

• 2-4 years of customer service experience
• Prior experience as a parent or family member of a child with a craniofacial difference or special needs
• Experience in dealing effectively with people in stressful situations

Knowledge, Skills, and Abilities

• Bachelor’s degree in Psychology, Education, Public Health, or related field preferred.
• Excellent organizational skills.
• Ability to function independently and effectively in a fast-paced environment.
• Ability to meet deadlines, prioritize multiple projects, and manage time effectively.
• Able to attend assigned training sessions, including off-site training as assigned.
• Ability to advocate for families in a complex ICU environment.
• Excellent leadership skills to bring about improvement in organizational culture.
• Excellent interpersonal skills with families in crisis.
• Ability to work in a team to achieve goals.
• Excellent negotiation skills in a diverse and multicultural environment.
• High level of sensitivity to confidential information.
• Excellent verbal, written, and presentation skills.
• Ability to effectively communicate with all levels of the organization.

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