Director of Patient Experience

Johns Hopkins Howard County Medical Center; Columbia (MD); On-site; USD 120,000 - 153,000; Full time

Job summary

Johns Hopkins Howard County Medical Center in Columbia, MD seeks a Director of Patient Experience to lead hospital-wide service excellence, drive culture change, and coordinate improvement initiatives across the hospital and affiliated clinics.

The role focuses on utilizing survey data, coaching staff, and partnering with Physicians and Managers to achieve exceptional patient experiences and responsive care. Strong leadership and strategic planning are essential.

Qualifications

• Master’s degree in Healthcare Administration; terminal degree preferred.
• Experience with Patient and Family Advisory Councils and regulatory requirements for patient experience measurement and reporting.
• Knowledge of Patient and Family Centered Care principles and co-designing with customers.
• Superior interpersonal and communication skills; ability to influence at all levels of an organization.

Responsibilities

• Provide leadership and coordination for service excellence across the hospital and affiliated clinics.
• Develop and implement service excellence initiatives and plans.
• Analyze patient, staff, and physician feedback to drive improvements.
• Lead change management and training in service excellence and LEAN practices.

Skills

Interpersonal skills

Communication skills

Leadership

Strategic planning

Operations management

Facilitation

Presentation skills

Mentorship

Data analysis

Patient-Centered Care

Co-design with customers

Education

Master's degree in Healthcare Administration

Tools

LEAN methodology

Job description

Requisition #:666610 Location:Johns Hopkins Howard County Medical Center, Columbia, MD 21044 Category:Leadership Schedule:Day Shift Employment Type:Full Time

Job Responsibilities

The Director of Patient Experience is responsible for providing leadership, expertise, planning, facilitation, and coordination for Howard County Medical Center service excellence functions and activities leading toward cultural transformation and exemplary patient experiences. Develops and implements service excellence improvement initiatives across the hospital, affiliated clinics and through partnership with other social service agencies, into the community. Assists Departmental Leadership with developing and implementing department-based service excellence plans, strategies and work plans. Utilizes patient, employee and physician survey data to drive services and results. Provides staff with support in planning and organizing service excellence activities, working with Physicians, Managers, Department Directors, and all levels of staff to assist with service excellence program training, coaching, implementation, and outcome monitoring. Utilizes skills to facilitate, motivate, encourage, and implement change to achieve service excellence goals and results. Engages in proactive process improvement activities that support evidence-based best practice behaviors utilizing the assistance of LEAN methodology. Partners with leadership to enable organizational alignment toward critical business objectives and affects change management as applicable to patient experience improvement initiatives.

Qualifications

• Masters’ degree in Healthcare Administration, Social Work, Education, Psychology, Sociology, Nursing, organizational development, human centered design or other clinical or relevant field required. Terminal degree preferred.
• Must have experience with Patient and Family Advisory Councils. Must have knowledge of all regulatory requirements related to patient experience measurement, complaint and grievance management and reporting. Possess strong sense of personal accountability, passion, and ownership for achieving consistent, sustained, positive patient and family experience. Must have a strong knowledge of the tenets of Patient and Family Centered Care and co-designing with customers.
• Patient and Family Centered Care responsibilities & competencies:
  • Help develop and implement strategies aligned with JHM Patient Family Centered Care Strategic Priorities on the JHM Strategic Plan.
  • Develop and implement patient- and family-centered care strategy in collaboration with the Patient and Family Advisory Councils.
• Superior interpersonal and communication skills necessary to influence every level of the organization. Ability to assess data and communicate information and action steps based on the data. Demonstrated advanced problem-solving abilities and time management skills. Ability to work collaboratively, but at the same time show leadership ability. Proven skills in leading and influencing others. Proven track record in managing others and providing growth and mentorship to those reporting to them. Strong skills in strategic planning, operations management and meeting facilitation and presentation skills are required. Ability to facilitate and negotiate issues through to resolution. The approach must be proactive and responsive to leadership, staff, and patients and family evolving needs. Ability to work flexible hours to meet the department’s needs. Publications and presentations outside of the organization are considered a plus.

Salary Range: $120,000 to $153,000 per year. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.