Craniofacial Program Family Specialist (Part Time, days)

Nicklaus Children's•Miami, FL

23d

About The Position

Develops and implements informational, educational, and emotionally supportive programs for families of the Craniofacial Center and for staff. The specialist supports families across prenatal, newborn, and weekly Craniofacial Clinic care, advocates for family-centered services, and works with clinical teams and institutional groups to improve the family experience. The role also monitors family feedback and satisfaction, identifies barriers and improvement opportunities, and provides education to staff on communicating and building connections with families.

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 dealing effectively with people in stressful situations.
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.
Ability 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 communicate effectively with all levels of the organization.

Nice To Haves

Bachelor’s degree in Psychology, Education, Public Health, or a related field preferred.

Responsibilities

Develop and implement Craniofacial family-support programs and use evaluation tools to assess their effectiveness and success.
Coordinate patient and family activities and events, and distribute or make family-support materials and products accessible.
Develop peer-to-peer mentoring.
Solicit, interview, train, and coordinate volunteers who support Craniofacial families.
Advocate for programs and services that improve the experience of families and parents in prenatal, newborn, and weekly Craniofacial Clinic settings.
Facilitate communication among patients, families, and providers to strengthen family-centered care and align goals.
Negotiate and mitigate family expectations to promote satisfaction and quality and safety, and minimize risk.
Conduct rounds with patients and families to gather feedback about their hospital experience.
Participate in the Craniofacial Quality Improvement Committee and NCH Family Advisory Council.
Monitor trends in patient and family concerns to identify systematic, process, or cultural barriers to family-centered care.
Identify opportunities for family participation in developing institutional improvement strategies.
Track parent and family satisfaction and design strategies to increase satisfaction.
Identify staff education opportunities and facilitate learning to improve customer service.
Identify appropriate resources for NICU and preemie families and work to implement a system for those resources.
Train and educate the Craniofacial Team and staff throughout the institution on tools for establishing interpersonal connections with families.
Collaborate with NICU staff to educate them on family perspectives.