Director of Patient Experience & Relations

Johns Hopkins Hospital; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Johns Hopkins Hospital seeks a senior leader to direct the Office of Patient Relations and supervise a team of patient relations professionals. This role advises clinical and executive leadership on strategies to foster patient- and family-centered care.

The position oversees complaint management, regulatory compliance, and data-driven process improvements, driving initiatives across departments to enhance the patient experience and organizational performance.

Qualifications

• 5+ years of experience in customer relations or service, preferably in healthcare.
• 2+ years in a supervisory/managerial/leadership capacity.
• Master’s Degree preferred in Communications, Healthcare Administration, Business, Nursing, Social Work or related field.

Responsibilities

• Directs the Office of Patient Relations and supervises Program Coordinators and Patient Relations Specialists.
• Advises Medical/Nursing leadership and Senior Management on patient-centered care programs.
• Ensures compliance with CMS, state health regulations, and Joint Commission standards in grievance handling.
• Develops and analyzes reports to identify trends and improve patient experience processes.
• Manages budget, HR, data integrity and program planning within the department.

Skills

Customer relations experience

Supervisory/leadership

Healthcare environment experience

Education

Master's degree preferred

Job description

Johns Hopkins Hospital seeks a senior leader to direct the Office of Patient Relations and supervise a team of patient relations professionals. This role advises clinical and executive leadership on strategies to foster patient- and family-centered care.

The position oversees complaint management, regulatory compliance, and data-driven process improvements, driving initiatives across departments to enhance the patient experience and organizational performance.