Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

The Program Director for Connected Experience works with leadership to create and run new programs that improve how patients access care, receive treatment, coordinate their care, and experience the healthcare system. They work closely with hospital staff, doctors, patients, and their families to develop strategies based on data to enhance relationships and ensure patient-centered care. This role involves understanding business strategies to set goals, measure success, and implement plans effectively.

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Partners with the key stakeholders, including but not limited to, Patient Experience, Patient Access, Marketing, Support Services, Faculty Practice, Value-based Care and Ambulatory Services to lead activities that focus on maximizing patient and family satisfaction throughout their entire journey with Children’s Mercy:

• Uses data to understand patient and family needs, preferences, and behaviors to deliver personalized and seamless experiences that foster loyalty, satisfaction, and long-term engagement.
• Identifies barriers to care, and patient and family dissatisfiers, and transforms them into opportunities for enhancing the delivery of patient-focused care.
• Ensures care-related content and messaging to resonate with individual preferences while still ensuring a consistent experience for all patients and families.
• Proactively monitors care-related operations to anticipate patient and family needs and provide support before issues arise.
• Provides expertise in change management and organizational dynamics to ensure the successful adoption of new skills, behaviors, and approaches that will create and sustain the family centered care culture.

Provides operational leadership and oversight to plan, direct, monitor, and evaluate Connected Experience operations:

• Uses data insights to develop, implement, and monitor progress toward organizational and departmental goals and objectives.
• Liaisons with key stakeholders to leverage and effectively manage the use of internal data systems to utilize financial, clinical, and operational data to make key operational and financial decisions.
• Monitors performance dashboard, meeting regularly to discuss operational results with Connected Experience management.
• Partners with the Children’s Mercy Berry Institute and other internal educational programs to ensure appropriate team members receive continuous training related to Connected Experience deliverables and standards.
• Supports grant budget development and monitoring in concert with grant administration.
• Provide advisory expertise to coalesce an unrestricted grant budget with a detailed program plan.

Leads system-wide business initiatives that will advance Connected Experience strategic direction by working collaboratively with leadership to plan for new services, improve Connected Experience systems, and evaluate existing services:

• Through research, analysis, and collaboration with hospital leadership, identifies opportunities for improvement.
• Conducts impact analyses and feasibility studies of improvements and processes, evaluating potential cost, quality and service improvements and ensuring consistency with strategic plan initiatives.
• Contributes to planning expanded and new Connected Experience programs and services, formulating a business plan for development and implementation of expanded services; program/service design from concept to data-informed, measurable plan.
• Supports strategy execution to support the Connected Experience components of the hospital strategic plan.
• Develop job descriptions as needed for key roles in the Connected Experience Ecosystem to support new services and business models.
• Maintains current knowledge of changing technology, trends in healthcare, and regulatory standards.
• Participates in vendor selection and implementation processes, as applicable.
• Plan and facilitate workshops as necessary to inform program and project design across Connected Experience.

Manage multiple projects simultaneously, maintaining clear communication, and ensuring timely delivery of project milestones:

• Develop detailed project plans, define scope, set time-lines, and allocate resources effectively.
• Lead and motivate project teams, ensuring everyone understands their roles and responsibilities.
• Track project progress, identify potential issues, and implement solutions to keep projects on schedule.
• Maintain regular communication with stakeholders, providing updates on project status and addressing any concerns.
• Identify risks and develop mitigation strategies to ensure project success.
• Develop presentations to support program committees, conferences, and philanthropic endeavors.
• Provide continuity and connection between teams, work-streams, and other organizational initiatives to foster and amplify program goals.
• Ensure all deliverables meet the required quality standards and project objectives.
• Maintain comprehensive project documentation, including plans, reports, and meeting minutes.
• Maintain consistent communication with Philanthropy to provide updates on grant updates, issues, and decisions needed. 

• Master's Degree in Degree in Healthcare Administration, Healthcare Management, Public Health, Business Administration, or Marketing preferred. Plus 5-7 years' experience in Program Management, Project Management, Strategic Operations, Healthcare, or Human-Centered Design preferred.   OR
• Bachelor's Degree in Healthcare Administration, Healthcare Management, Public Health, Business Administration, or Marketing preferred. Plus 7+ years' experience in Program Management, Project Management, Strategic Operations, Healthcare, or Human-Centered Design preferred. 

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Our pay ranges are market competitive. The pay range for this job begins at $43.65/hr, but your salaried offer will be determined based upon your education and experience.

This position is not eligible to work remotely, which means that the person hired will be required to work onsite at one of our Children’s Mercy locations and may not work from home.

Children’s Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children’s Mercy is smoke and tobacco free.

CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life, and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, ethnicity, race, sex, sexual orientation, gender identity and expression, national origin, age, languages spoken, veteran status, color, religion, disability and beliefs.