Position Summary

 

Planetree, a global nonprofit organization founded in 1978 to improve healthcare experience, is growing and requires an Associate Director (ADs) Partner Success to join our highly engaged Partner Success team. The team is responsible for turning “concept into reality” by partnering with healthcare organizations around the world to implement evidenced-based person-centered care (PCC) practices. Our Partner Success team works alongside client teams, “rolling up their sleeves” to identify, implement, and sustain PCC improvement opportunities and drive cultural transformation in complex operating environments. The “hats” our ADs wear are many: trainer, facilitator, coach, champion, data analyst, advocate, listener, and communicator (from board room to bedside). This is an ideal opportunity for someone who thrives in a fast-paced, client-facing role and wants to engage with organizations around the world to advance a compassionate, person-centered vision for healthcare.

 

ADs apply their deep understanding of the global healthcare landscape – including industry trends, challenges, and priorities – to meet clients’ needs. They own the day-to-day client relationship, partner to implement person-centered care practices, and work cross-functionally with internal team members to identify new opportunities to support a client’s PCC strategy. ADs will proactively leverage analytics, best practices, proactive coaching, and relationship management skills to support client success.

 

The ideal candidate will have prior experience implementing Planetree’s evidence-based framework for person-centered care, and/or deep experience implementing PCC practices within a complex healthcare environment, preferably with international experience.

 

Responsibilities

 

Client Service Delivery

Coach and support staff at client organizations to implement Planetree’s PCC Framework according to the Planetree Method. This includes, but is not limited to, presentations, workshop facilitation, conducting assessments, and generating both oral and written reports and recommendations Provide daily oversight and management of assigned client relationships and projects, supporting effective implementation of Planetree contracted programs and services Demonstrate an understanding of the complex challenges facing healthcare organizations and how Planetree programs align to improvement/transformation activities Cultivate relationships with assigned clients and engage with them as active partners, enacting Planetree’s “roll up your sleeves” approach to partnership and client service Serve as a trusted advisor and confidante to senior leaders at client organizations, enabling and promoting positive organizational change Understand, implement, and teach process improvement methodologies Actively and curiously engage in continuous learning related to the evolution of person-centered care Demonstrate an ability to consolidate large datasets into distilled themes and recommendations including an understanding of relationships between qualitative and quantitative data Independently manage travel to both domestic and international locations

 

Product & Content Management

Complete required training and maintain competency in all Planetree products and services Seek feedback and review evaluation data to support continuous improvement in service delivery Deliver services and content with high fidelity according to internal guidelines Continuously evolve and improve Planetree tools and resources advance PCC and organizational mission Contribute to the development of curricula, plans of engagement, and assessment tools to support the needs of healthcare organizations

 

Business Development & Marketing

Collaborate with the sales team as required for complex proposals, client requirements, and requests for proposals/tenders Prepare presentations and speak at conferences to represent Planetree and its services as required Contribute to thought leadership efforts through activities such as webinars, case studies, outreach,

 

Teamwork & Culture

Live and uphold Planetree’s Mission, Vision, and Values Partner reliably, consistently, and kindly with colleagues around the world to deliver a consistent, high-quality Planetree Experience to clients and partners Demonstrate and convey compassion and empathy, partnership and collaboration, and humility and openness Be willing to give and receive constructive, just-in-time feedback Contribute to Planetree’s organizational learning and development by bringing client experiences and insights back to the team to drive innovation Complete mandatory training as required

 

Data & Billing

Manage and update all client information in Salesforce Track billable hours for client work to maintain accurate invoicing Manage budgets and spend-down for client engagements and conduct follow-up on accounts receivable as required Submit expenses and other documentation in a timely manner

Critical Skills

Direct, hands-on experience implementing PCC or related practices or improvement programs within a complex healthcare organization Demonstrates interest in driving positive change in healthcare Deft at engaging in professional communication (written, oral, non-verbal) with individuals from a variety of backgrounds and cultures Able to manage multiple projects with competing priorities and timelines, and deliver high-caliber work on time and on budget Comfortable with change and adapts comfortably to various situations and conditions

 

Education

• Bachelor’s degree in a healthcare-related field and/or education, organizational development, hospitality, or similar industry required, MBA or MHA preferred
• Additional research, certifications, or other master’s degree

Experience

• Demonstrated hands-on experience designing, implementing, and measuring PCC improvement practices and programs in a healthcare environment
• Obsession with customer experience including follow-up and problem resolution
• 8+ years’ experience in healthcare
• 5+ years’ demonstrated relationship management experience
• Excellent interpersonal, communications, listening, and presentation skills
• Solid working knowledge of improvement methodology, best practices, and data analytics
• Experience working closely with healthcare leadership, clinicians/staff, and patients/family partners to provide education, organization development, and consulting
• History of effectively managing multiple competing responsibilities with the ability to prioritize
• Demonstrated analytical skills and ability to think strategically and solve problems
• Strong project management skills • International healthcare experience
• Senior operational positions at healthcare provider organizations
• Clinical background (e.g., physician, nurse, allied health professional, etc.)
• PMP or other similar certification
• Worked in a PCC Steering Team and/or PFPC

 

Technology

• Proficient in Microsoft Office (Word, Excel, PowerPoint, OneDrive) and 365 products
• Proficient with video conferencing platforms such as Zoom and Microsoft Teams
• Proficient with presentation technology requirements
• Proficient with project management tools • Proficient with Salesforce
• Proficient with Expensify
License • Fellow in Person-Centered Care credential to be earned within one (1) year of hire start date • LEAN, Six Sigma or other similar certification
• Certified coach or equivalent license

Language

• Arabic preferred

• Other languages where Planetree delivers services a plus (e.g., English, Spanish, French)