Patient Experience Program Director

Johns Hopkins Medicine • Bethesda, MD

73d • $47 - $76

About The Position

The Program Director provides leadership for hospital-wide patient and family experience priorities. The Program Director motivates, encourages and implements changes aligned with strategic priorities for both Suburban Hospital and Johns Hopkins Medicine (JHM) Patient Experience. This role co-leads the Suburban Hospital Patient Family Advisory Council (PFAC) and serves as a resource among patient experience leaders across JHM to support shared learning, advance pilot projects, and promote a more uniform experience across the system. The Program Director oversees patient experience across inpatient and ambulatory settings in partnership with department leaders and is responsible for analyzing and reporting data to all levels of staff. This position identifies national best practices in experience improvement strategies and supports a culture of care that enhances the patient experience, increases employee engagement and fiscal performance. The Program Director also partners with the manager of volunteer services in the National Capital Region (NCR) to advance the patient family experience. This role also partners with patient relations to understand friction points, analyze feedback, and create improvement plans in partnership with leaders.

Requirements

• Bachelor's degree in public health, Health Administration, Business, Organizational Development or a related field required.
• Master's degree preferred.
• 10 years of customer service management experience, preferably in high-risk industry.
• Documented track record of leading customer service improvements in a complex organization preferred.
• Healthcare experience preferred.

Responsibilities

• Provide leadership for hospital-wide patient and family experience priorities.
• Motivate and implement changes aligned with strategic priorities for Suburban Hospital and JHM Patient Experience.
• Co-lead the Suburban Hospital Patient Family Advisory Council (PFAC).
• Serve as a resource among patient experience leaders across JHM.
• Oversee patient experience across inpatient and ambulatory settings.
• Analyze and report data to all levels of staff.
• Identify national best practices in experience improvement strategies.
• Support a culture of care that enhances patient experience and increases employee engagement.
• Partner with the manager of volunteer services to advance patient family experience.
• Collaborate with patient relations to understand friction points and create improvement plans.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees