Position DetailsDepartment: PCH-MAIN | Emily Center Operations
Location: Phoenix
Shift: Mon-Fri, Days, 9am-5pm
Category: Nursing
Posting #: 1060745
Employee Type: Full-Time
Position SummaryThis position provides operational and clinical leadership for the Phoenix Children's Hospital (Phoenix Children's) Emily Center's family resource, health information, patient education, and caregiver-support services. The Supervisor leads a multidisciplinary team that helps patients, families, caregivers, community members, and healthcare professionals access clear, reliable, culturally and linguistically appropriate health information and connect with trusted resources across Phoenix Children's and the community. In partnership with the department leadership, the Supervisor supports the Emily Center's evolution from a primarily place-based medical library to a systemwide family resource and health-literacy hub. The role advances family-centered care, health literacy, resource navigation, caregiver wellbeing, and equitable access to information and services.
Position Duties - Coordinates/leads daily operational activities of the unit and organization by ensuring that quality family centered care is delivered in an efficient work environment.
• Provides direct supervision to assigned registered nurses and nonclinical employees.
• Coordinates recruitment, onboarding, scheduling, performance management, competency assessment, coaching, recognition, corrective action, and professional development.
• Creates a culture of accountability, learning, collaboration, psychological safety, and service excellence.
• Recognizes and celebrates effective practices, employee contributions, family impact, and improvement.
• Helps employees adapt to changing family needs, technology, standards, workflows, and organizational priorities.
• Sets clear expectations for respectful communication, solution-oriented behavior, interdisciplinary collaboration, and constructive participation in change.
• Identifies opportunities to strengthen team capabilities in health literacy, community resource navigation, evidence-based information, family support, cultural responsiveness, and digital service delivery.
• Ensures appropriate clinical oversight, escalation, and professional practice for nursing staff.
• Promotes effective collaboration between clinical and nonclinical team members while respecting professional scope and expertise.
• Maintains adequate staffing and service coverage across operating hours and delivery channels. - Coordinates services that help families identify and access appropriate Phoenix Children's and community resources
• Develops clear scope, workflows, referral criteria, documentation practices, and escalation pathways for resource-navigation services.
• Builds warm-handoff processes in partnership with Social Work, Care Navigation, SDOH programs, community health workers, Financial Counseling, Language Services, Injury Prevention, and other relevant teams.
• Ensures staff provide support within role boundaries and do not duplicate formal case-management or clinical services.
• Supports development and maintenance of a reliable, current, and accessible inventory of internal and community resources.
• Identifies recurring family needs, access barriers, and service gaps and communicates findings to management and appropriate partners.
• Ensures services are responsive to families of different ages, abilities, cultures, languages, identities, health conditions, and socioeconomic circumstances.
• Incorporates family feedback and lived experience into service design and improvement. - Coordinates the provision of individualized, evidence-informed pediatric health information for patients, families, caregivers, community members, and healthcare professionals
• Ensures information is selected from credible, current, appropriate, and trustworthy sources.
• Supports staff in assessing the audience, purpose, language, format, health-literacy needs, and context of information requests.
• Provides clinical context and escalation support for complex or sensitive requests while ensuring that the Emily Center does not provide diagnosis, medical advice, or treatment recommendations.
• Supports patient-education content development, review, curation, publishing, distribution, translation, and lifecycle management.
• Partners with management to implement patient-education standards, policies, governance decisions, and quality requirements.
• Promotes use of existing high-quality patient education before development of duplicative custom materials.
• Ensures appropriate documentation, data integrity, version control, and timely completion of work. - Supports development of infrastructure that advances organizational health literacy across Phoenix Children's.
• Serves as an operational resource and consultant to teams seeking to improve the clarity, usability, accessibility, and cultural and linguistic responsiveness of patient-facing information.
• Partners with Professional Practice, clinical educators, providers, nursing leaders, Patient Experience, Quality and Safety, digital teams, Marketing and Communications, Language Services, and other stakeholders.
• Supports implementation of plain-language, teach-back, actionability, accessibility, and patient-education standards.
• Helps develop and deliver staff education, tools, templates, consultation, and coaching related to health-literate communication.
• Participates in interdisciplinary committees, workgroups, improvement efforts, and governance structures.
• Supports pilot projects that test health-literacy practices and evaluates their feasibility and impact.
• Promotes alignment between health literacy, patient safety, patient experience, team engagement, and efficient use of resources.
• Escalates enterprise-level barriers and opportunities to management. - Supports development of caregiver-support and wellbeing offerings consistent with the Emily Center's mission and family needs.
• In partnership with management, establishes criteria for selecting, hosting, or partnering on classes, groups, activities, and educational programs.
• Coordinates with internal subject-matter experts and community partners rather than duplicating existing programs.
• Ensures programs have defined objectives, appropriate facilitators, safe operating procedures, inclusive access, and evaluation methods.
• Supports offerings related to caregiver coping, resilience, practical skills, prevention, navigation, and wellbeing.
• Maintains a welcoming, trauma-informed, family-centered environment.
• Ensures that wellness activities are clearly distinguished from medical or behavioral health treatment.
• Uses utilization data and family feedback to determine whether programs should be expanded, modified, or discontinued. - Performs miscellaneous job related duties as requested.
