Director of Patient Experience & Service Excellence

Johns Hopkins Medicine; Columbia (MD); On-site; USD 120,000 - 153,000; Full time

Job summary

Johns Hopkins Medicine seeks a Director of Patient Experience to lead service-excellence initiatives across the hospital and affiliated clinics. You will drive cultural transformation through data-driven improvements, staff coaching, and cross-functional collaboration with physicians, managers, and directors.

Responsibilities include developing strategies aligned with patient-centered care, leveraging surveys to monitor outcomes, and guiding change management while engaging with community

Qualifications

• Masters degree in Healthcare Administration or related field required.
• Experience with Patient and Family Advisory Councils.
• Knowledge of regulatory requirements related to patient experience measurement, complaint and grievance management and reporting.
• Strong knowledge of Patient and Family Centered Care and co-designing with customers.

Responsibilities

• Provide leadership and coordination for service-excellence functions across the hospital and affiliated clinics.
• Develop and implement service-excellence initiatives and improvement plans.
• Utilize patient, staff, and physician survey data to drive services and results.
• Coach and mentor staff in service-excellence programs, training, and change management.
• Lead Lean-based process-improvement efforts and facilitate evidence-based best practices.
• Partner with leadership to align patient experience initiatives with organizational objectives.

Skills

Interpersonal communication

Leadership

Strategic planning

Operations management

Facilitation

Presentation skills

Lean methodology

Education

Masters degree in Healthcare Administration or related field

Job description

Johns Hopkins Medicine seeks a Director of Patient Experience to lead service-excellence initiatives across the hospital and affiliated clinics. You will drive cultural transformation through data-driven improvements, staff coaching, and cross-functional collaboration with physicians, managers, and directors.

Responsibilities include developing strategies aligned with patient-centered care, leveraging surveys to monitor outcomes, and guiding change management while engaging with community