Program Director Patient & Family Experience

The John Hopkins Health System; Baltimore (MD); On-site; USD 200,000 - 250,000; Full time

Job summary

The Johns Hopkins Health System seeks a leader for patient and family experience initiatives across its facilities. This role involves strategic oversight, collaboration with various departments, and a commitment to enhancing patient care quality. Candidates should possess a Master's Degree and significant healthcare management experience, along with strong analytical and leadership skills.

Benefits

Career growth and development

Tuition Assistance

Diverse and collaborative working environment

Affordable and comprehensive benefits package

Qualifications

• Master’s Degree required or Bachelor's with extensive experience.
• Minimum 6 years of health care management experience required.
• Knowledge of regulatory requirements related to CAHPS administration.

Responsibilities

• Provide leadership for patient and family experience priorities.
• Implement best practice strategies to improve patient experience.
• Serve as primary IT liaison for patient experience design.

Skills

Health care administration

Statistical analysis

Process improvement

Customer service skills

Consumer research

LEAN management principles

Education

Master’s Degree in Nursing, Public Health, Health Administration, Business, Organizational Development or a related field

Bachelor's Degree with 10 or more years of industry experience

Job description

The Johns Hopkins Health System Corporation is a not-for-profit organization dedicated to providing the highest quality of care in the treatment and prevention of human illness. JHHS is an academically based health system consisting of: The Johns Hopkins Hospital, Johns Hopkins Bayview Medical Center, Johns Hopkins Howard County Medical Center, Suburban Hospital, Sibley Memorial Hospital, The Johns Hopkins All Children’s Health System, Johns Hopkins Community Physicians, The Johns Hopkins Medical Services Corporation and Johns Hopkins Medical Management Corporation.

What Awaits You?

• Career growth and development
• Tuition Assistance
• Diverse and collaborative working environment
• Affordable and comprehensive benefits package

Location: Onsite at Any Hopkins Campus

Shift: Full Time/Day Shift (40 hours)

Position Summary:

• This individual provides leadership for the five-system level patient and family experience priorities throughout JHM.
• This individual will provide leadership and expertise in starting, scaling and refining patient and family experience interventions across JHM. These priorities will evolve with time in order to achieve 90th percentile rank patient experience performance in every environment where care is delivered. Future years work may include increasing the reliability of prescription medications delivered to patients before they are discharged as well as refining our process to schedule follow up appointments.
• The individual works directly with the VP, CPXO, departmental leadership, PFAC co-chairs and the patient experience teams at each JHM entity to assess, improve and implement best practice strategies to improve experience.
• This role reports directly to the Vice President, Chief Patient Experience Officer (VP, CPXO) for Johns Hopkins Medicine.
• This individual will motivate, encourage and implement change related to the strategic priorities for JHM Patient Experience.
• This individual will co-lead the JHM PFAC and serve as resource to leaders throughout JHM on the system and entity levels.
• This individual is also responsible for serving as the primary IT liaison for the department and guiding patient entertainment design for the inpatient experience in partnership with IT.

Minimum Qualifications:

Education:

• Education: Master’s Degree in Nursing, Public Health, Health Administration, Business, Organizational Development or a related field required or Bachelors and 10 or more years of industry experience.

Experience:

• A minimum of 6 years of health care management experience, preferably in patient and family centered care and VS, with progressive levels of responsibility is required.
• A documented track record of leading patient and family service improvements in a complex health care organization or system preferred.
• Health care administration, statistical analysis, process improvement, survey methodology, customer service skills and methods are essential for this position.
• Advanced knowledge in the field of consumer research.
• Must have knowledge of all regulatory requirements related to CAHPS administration.
• Knowledge of LEAN management principles, preferably certified as Green Belt (or commitment to obtain).

Required Licensure, Certification, On-going Training:

• Certified Administrator of Volunteer Services strongly preferred

Important Notices:

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position

Salary Range: Minimum 48.29/hour - Maximum 77.27/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.