Director of Patient Care Services - Nurse Executive - job 1 of 2

Company Overview

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.

All employees are eligible for medical coverage on their first day! In addition, upon hire all employees are eligible for a 403(b) and Roth 403 (b) Retirement Saving Plan with matching contributions of up to 6% after one year of service. Employees in a FT or PT status (40+ hours per pay period) will also be eligible for paid time off, life insurance, short term and long-term disability and the Flexible Spending Account (FSA) plans and a Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected. Additional benefits available to FT and PT employees include tuition reimbursement, home & auto, hospitalization, critical illness, pet insurance and much more! Coverage is available to employees and their qualified dependents in accordance with the plans. Benefits may vary based on state law.

Job Overview

Shriners Children’s is seeking a Director of Patient Care Services with vision, energy and a passion for providing access and care to children. This position will be based in Pasadena and will support our Shriners Children’s Southern California location.  

The scope of leadership includes hospital based ambulatory services, operating room, peri-operative services, central sterile, respiratory therapy, medical-surgical and ICU. Other services include care management, interpreters, transportation and lodging coordination, infection prevention, nursing informaticist and clinical documentation improvement specialist.

This position is full time, exempt and benefits eligible. The salary range for this position is $134,000 - $230,400/annually. Compensation is determined based on experience and equity.  

Responsibilities

• Participates in the development, monitoring and execution the hospital’s strategic plan demonstrating systems thinking and change management skills. In collaboration with unit/department managers contributes to planning, decision making and policy formulation.
• Attends/holds membership on hospital and medical staff committees as appropriate. Attends Board of Governors and physician meetings to report on activities of nursing and assigned departments.
• Provides administrative coverage in the absence of the administrator. Participates in community educational programs and meetings as the hospital's representative.
• Demonstrates ability to lead/direct Patient Care Services (PCS) team by providing leadership, mentoring and guidance to patient care leaders and staff using principles of management. Identifies needed changes, facilitates/directs the change and role models positive attitude toward change. Role models professional nursing practice and behaviors. Coaches (PCS) management team in leadership principles. Collaborates with members of the hospital’s leadership team.
• Identifies, develops and facilitates: patient safety initiatives, quality improvement strategies, nursing and employee satisfaction initiatives and other programs to maintain and improve the patient-focused culture of assigned departments and services. Embraces shared decision making by energizing staff and others in decision making that is patient and family centered in an environment that is conducive to discussion and opinion sharing.
• Maintains positive verbal / nonverbal communication in interactions with staff, other departments, physicians, patients and families.
• Maintains patient and employee confidentiality in all communication interactions: written, verbal, and electronic.
• Builds and maintains a trusting collaborative relationship with staff, peers, other disciplines and ancillary services, physicians, vendors, community leaders, nursing and other education programs. Accomplishing objectives through persuasion, celebrating successes and accomplishments and communicating a shared vision.
• Responsible for oversight, development, allocation, and administration of the budget for assigned departments, based on past requirements, forecasted patient care needs, best practice, available resources and for quality management outcomes. Read, analyze, and interpret the most complex data documents.
• Develop, implements and assures the organization's plan for providing nursing care and other assigned patient services in accordance with the mission / vision of the hospital. Evaluates problems and concerns in the patient care services areas and overall hospital in terms of ensuring safe, effective, quality patient care, and staffing.
• Manages human resources via workforce planning, employment decisions, reward & recognition for exemplary performance, performance issue management, identification of current/future needs and skill sets. Participates in the interview process of key leadership positions. Assists in the selection, implementation and evaluation of information technology assuring optimal support of patient care function in collaboration with system and other hospital leaders.
• Communicates effectively as evidenced by delivering “difficult news” in such a way as to maintain credibility and respect for those involved. Demonstrates ability to initiate and manage crucial conversations and coach management team in same; resolves and manages conflict expertly. Follows through on commitments and addresses concerns. Show recognition of customer concerns and apologize for any inconveniences. Take an active role to improve a situation by continually using the L.A.S.T. technique (listen, apologize, solve and thank). Asserting views in a non-threatening, nonjudgmental way.
• Makes unit/department and patient rounds frequently to keep channels of communication open. Gives appropriate feedback in a timely manner to questions and concerns. Promotes and facilitates harmonious relationships among assigned personnel, the Medical Staff, patient and public, and acts as liaison between assigned departments and other departments of the hospital
• Meets or exceeds patient and family, employee and physician expectations by achieving and maintaining leadership in quality service through communication and teamwork. Maintains an environment that shows pride and ownership. Exhibits an informed and professional attitude by being prompt efficient, and competent. All customers are greeted in a friendly and courteous manner and situations are handled with respect, compassion, and sensitivity. Expertly resolves conflict with patients, staff, department managers, senior leaders, physicians and other stakeholders in situations where customer needs have not been met to determine a positive, and mutually agreeable resolution.
• Sets the tone and expectation for positive customer service in all Patient Care Services departments. Role models positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external. Optimizing the patient’s experience by reducing the patient and family’s anxiety and increasing the patient’s compliance.
• Assess customer/staff satisfaction when rounding in departments/units, facilitates use of appropriate chain of command for unresolved issues or problems. Developing positive relationships with other departments to foster patient satisfaction. Provides service recovery to dissatisfied customers.

Note: This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and participate in special projects as assigned.

Qualifications

Required:

• CA RN licensure
• Bachelor’s Degree in Nursing
• Masters Degree in related field (within 2 years of hire)
• 5+ years of acute care hospital experience
• 4+ years of nurse management experience 
• Professional, clinical, administrative and planning expertise.
• Highly developed management communication and organizational skills
• Extensive knowledge of pertinent federal, state and local regulations, including The Joint Commission Standards and Title 22 regulations

Preferred:

• Nurse Executive Advanced-Board Certified (NEA-BC)
• Pediatric acute care hospital experience