Senior Manager, Patient Relations & Experience

Johns Hopkins Hospital; Maryland; On-site; USD 80,000 - 140,000; Full time

Job summary

Johns Hopkins Hospital in Baltimore, MD seeks an experienced leader to direct the Office of Patient Relations, oversee program coordinators and staff, and advise senior management on patient-centered care initiatives.

The role collaborates with Risk Management on grievances, ensures CMS and Joint Commission compliance, and analyzes trends to improve the patient experience within budget guidelines.

Qualifications

• At least 5 years’ experience in customer relations or service capacity, preferably in a healthcare environment.
• At least 2 years in a supervisory, managerial or leadership capacity.
• Bachelor’s degree required.

Responsibilities

• Direct the Office of Patient Relations and supervise Program Coordinators, Sr. Patient Relations Specialist, and Patient Relations Specialists.
• Advise Medical and Nursing leadership and Senior Management on programs to create a patient- and family-centered care culture.
• Collaborate with Risk Management on grievances involving litigation and regulatory investigations; ensure CMS, MDH, and Joint Commission compliance.
• Develop reports and analyze trends to reduce complaints and improve patient experience.
• Manage operations within budgetary guidelines including HR and data integrity.
• Coordinate new programs, planning, implementation and performance monitoring; lead quality improvement initiatives.
• Lead meetings and disclose adverse events to patients and families; drive process improvements across departments.

Skills

Customer relations

Leadership experience

Education

Bachelor’s degree

Master’s Degree preferred in related fields

Job description

Johns Hopkins Hospital in Baltimore, MD seeks an experienced leader to direct the Office of Patient Relations, oversee program coordinators and staff, and advise senior management on patient-centered care initiatives.

The role collaborates with Risk Management on grievances, ensures CMS and Joint Commission compliance, and analyzes trends to improve the patient experience within budget guidelines.