Complex Care Services Program Director-EVP, PIC and CSO

Nemours is seeking a Complex Care Services Program Director-EVP, PIC and CSO to join our team in Wilmington, DE.

Primary Function: 

Nemours Children's Health is committed to providing exceptional pediatric healthcare services and advancing the health and well-being of children through integrated medical care, research, education, and advocacy. As an independent children’s health care system, Nemours Children’s provides specialized services for children with multiple chronic conditions and need for technology-supported health care (“complex care programs”), who together comprise about 5% of all unique patients annually. Physicians, advanced practice providers, and nurses across the Nemours Children’s enterprise have established an array of different programs to meet the needs of children with several different chronic conditions. In other instances, there are children with particular conditions for which there is no specific Nemours Children’s program currently. Another challenge is that existing programs dedicated to providing care for children with multiple chronic conditions are inconsistently coordinated. 

The Complex Care Services Program Director, will work collaboratively with all complex care programs and services at Nemours to enhance the support provided to families of children with complex medical needs. This leader will also work with clinicians to help develop and enhance services for children with chronic conditions that are not yet served by existing programs. This role focuses on understanding the unique challenges faced by these families and ensuring they have access to the clinical resources, education, and socioemotional support necessary for their child's care journey. This role will also focus on enabling children with complex needs and their parents/guardians to participate in biomedical research conducted at Nemours Children’s. Reports to the Chief of Staff in the office of the EVP, Enterprise Physician-in-Chief & Chief Scientific Officer. Collaborates and partners with clinical services across the enterprise; Patient Experience; VBSO, Analytics and Technology; Research regarding biomedical scientific engagement; and IT regarding patient-facing app(s). Models the standards of behavior in all interactions. 

Essential Functions: 

Family Advocacy and Support:

• Serve as a dedicated advocate for families navigating complex care programs, ensuring their voices are heard and their needs are addressed.
• Support condition-specific complex care programs to ensure that they can provide personalized support to families, by helping families access resources, understand care plans, and navigate the healthcare system.
• As necessary, provide support to patient-families directly and work with clinical teams to develop programs that will meet patient-families’ needs.

Collaboration with Complex Care Teams:

• Work closely with multidisciplinary teams across various complex care programs to identify gaps in family support and develop strategies to address them.
• Facilitate communication between families and care teams to ensure clarity and understanding of care plans and treatment options.

Resource Coordination:

• Develop systems to connect families with appropriate internal and external resources, including financial assistance, social services, educational materials, and support groups across existing complex care programs.
• Develop and maintain a comprehensive directory of resources available to families, both within Nemours Children’s and in the broader communities within our service regions.

Educational and Socioemotional Support:

• Organize and deliver educational sessions for families on topics relevant to complex care, such as managing chronic conditions, understanding medical terminology, and coping strategies.
• Support programs in providing emotional support to families, and as needed offer a compassionate ear to patient-families and connect them with support services if needed.

Program Development and Improvement:

• Collaborate with complex care program leaders to identify opportunities for enhancing family support services and implementing new initiatives.
• Participate in quality improvement projects aimed at increasing family satisfaction and improving the overall care experience.
• Based on continuous gap analysis, work with clinical teams to develop new programs to meet patient-family needs related to conditions not yet served by an individual complex care program.

Family Engagement and Feedback:

• Develop and implement methods for gathering feedback from families on their experiences across complex care programs.
• Use such feedback to advocate for changes and improvements in how Nemours Children’s supports