Director of Patient Experience & Service Excellence

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

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.