Vp, Chief Experience Officer

University of Maryland Medical System•Baltimore, MD

About The Position

The Opportunity Lead, standardize, and elevate patient- and family-centered care across a complex, academically affiliated health system. As Vice President, Chief Experience Officer (CXO) at UMMS, you will architect and operationalize a system-wide patient and consumer experience strategy that advances clinical outcomes, enhances patient and family satisfaction, and fosters a healing culture for staff. This is a role for an expert who thrives in complexity, influences at the Board level, and brings exceptional emotional intelligence to navigate diverse stakeholders. You’ll set standards, drive adoption, and establish accountability across member organizations—all while integrating equity, high reliability principles, analytics, and education into daily practice. General Summary The Chief Experience Officer develops and implements strategies and tactics to continuously improve patient- and family-centric care across the University of Maryland Medical System. Working with clinical and operational stakeholders, the CXO strives to create environments and processes that improve clinical outcomes and the patient experience. In doing so, this also propels forward UMMS culture and creates a healing environment for staff. Consistent with the UMMS Strategic Framework which calls for developing and implementing a standardized system-wide patient and consumer experience, the CXO has the lead executive role to develop the strategies and tactics to achieve the consistent patient and consumer experiences desired. The CXO will assure and monitor for the adoption and ongoing use of all agreed-upon standards to create a “UMMS Way.” This also includes identifying and sharing best practices and also providing education, resources, benchmarking and data analytics to foster continued improvement. The CXO works to include and increase the voice of patients and families in UMMS operations and improvement efforts. The CXO provides leadership and partners with managers, department heads, and staff members, providing strategy, mentoring, and coaching to positively influence the patient experience.

Requirements

MD, DNP, or PhD-prepared clinician; or Master’s degree or Doctorate in Health Services, Public Health Administration, Business, or Public Administration is required.
A minimum of ten (10) years of progressively professional leadership experience, involving service and budgetary accountability is required.
General principles of healthcare management and leadership, including strategies that influence structure and/or help shape the patient experience role in an organization.
Hands on leader who desires to refine, improve and strengthen key program elements.
Brings a "big picture’ vision of how quality, performance improvement, patient safety and customer service fit into the overall UMMS strategic and tactical plan.
Expertise in patient experience, its history, general context setting and core knowledge overview.
Knowledge of processes to address organizational planning, performance, change and improvement.
Knowledge of key concepts included in collection of Patient & Family Centered Care models and processes as well as how to identify and implement these ideas.
Skilled at communicating about and engaging others in patient experience efforts.
Knowledge of models and processes for establishing effective service efforts and managing recovery efforts.
Knowledge of key components of an effective measurement process, including the identification of key metrics and the use of data.
Knowledge of key regulatory issues that influence or impact patient experience efforts.
Possesses innovative, success-oriented personality to achieve and surpass objectives.
Energetic, adaptive, and flexible with challenges and changes.
Energy, enthusiasm, and creativity necessary to organize customer service initiatives to meet organizational objectives and ensure superior patient outcomes.
Excellent communication and facilitation skills - interpersonal skills to affect, sell and manage change and growth.
Skilled at interacting with broad, diverse groups.
Ability to foster and reinforce collaborative and collegial relationships and work environment.
Possesses good mentoring skills.
Ability to gain consensus and "buy in".
Demonstrated excellent stand-up and solid presentation skills.
Comfortable before groups and effective in communicating information and new ideas.

Nice To Haves

Experience in an academically-affiliated health care facility is preferred.

Responsibilities

Experience model that addresses the relevant Strategic Framework Tactics in the Patient/consumer Engagement Priority.
Advises system and member organization leaders on patient experience structures, processes and personnel to achieve desired outcomes.
Serves as a leader role with others to determine a System-wide approach to consumer engagement.
Develops 3-year goals for patient experience metrics, including CMS-mandated surveys, to assess progress.
Leads System-wide patient experience development, implementation, monitoring of agreed-upon standards; in collaboration with member organizations, propels and creates processes to share best practice.
Leading patient experience leadership at member organizations, creates culture of accountability for member organizations to implement standardized practice and meet goal metrics.
Serves as the patient experience leader and subject matter UMMS Patient Experience Leadership: Establishes goals, improvement strategies, tactics and metrics. The Chief Experience Officer collaborates with staff members, other senior leadership members, physicians, patients, and family members to develop and execute the strategy for patient- and family-centered care throughout the University of Maryland Medical System.
Serves as the lead system executive leader to spearhead development efforts in collaboration with member organization leaders, designing the system-wide patient expert for the UMMS Board of Directors Quality and Safety Committee.
Collaborates with Quality and Safety at both System and Center level to advance High Reliability Culture.
Partners with Chief Equity, Diversity and Inclusion Officer to apply principles of equity to patient- and family-centric care at the bedside across UMMS, consistent with strategic goals.
Works with appropriate stakeholders across UMMS to create training materials and programs advancing patient- and family-centered care.
Coordinates and advances Patient and Family Advisory Councils across UMMS to increase the patient voice, developing minimum standards for organization and utilization.
Working with the UMMS Quality and Safety and UMMS Informatics groups, coordinates and advances patient experience metrics and analytics. This includes CMS-mandated metrics such as HCAHPS, as well as their intersection with quality and safety, and employee engagement metrics, sustains UMMS visibility, service standards and practices, including training, rounding, measuring, reporting, promoting and celebrating.
Plans, executes and sustains practices and activities throughout UMMS, including rounding, training videos and modules, on-line tracking, support for departmental plans and activities, visibility materials, and tracking, as well as celebrating successes.
Partners with UMSOM leadership to create an academic approach that strengthens patient-centered practices among medical faculty and residents, increases alignment with UMMS patient experience through standardization in training and practice.
Partners with UMSON leadership to innovate, study, and implement patient- and family-centered care among nursing corps
Partners with physician leaders to strengthen service expectations, training, recognition and metrics among all physicians including residents.
Leads patient satisfaction improvement efforts for UMMS.
Extends service excellence practices, measures and celebrations to UMMS ambulatory clinics in collaboration with the VP, Ambulatory Services.
Provides active input into physical plant design and renovation across system, with direct input into projects
Assesses and iterates visitation policy for UMMS, in collaboration with clinical and operational stakeholders.
Insures adherence to all regulatory agencies, including CMS and Joint Commission, regarding patient rights and visitation policies at UMMS.
Patient Satisfaction Measurement Establishes, disseminates and improves UMMS metrics of patient-centered care/patient satisfaction.
Oversees and supports program manager in data gathering and analytic strategies.
Reports status of patient satisfaction and improvement efforts to senior leadership.
Educates staff members, managers, executives, directors, physicians and others to interpret and access their patient satisfaction metrics.
Directs inpatient and ambulatory care patient satisfaction measurement for the UMMS.
Delivers key measures of patient and family satisfaction at UMMS-wide, departmental and unit levels; ensuring that data are easily accessible.
Interprets and presents patient survey data to staff members, management, leadership, hospital departments, physician leaders, direct care givers and Patient/Family Partnership Council.
Develops new surveys and modify tools, sampling techniques and reporting vehicles as approved throughout the organization.
Institutional and/or Professional Standards Adheres to all System and Hospital Policies and Procedures.
Complies with regulatory agencies, and institutional and operating systems.
Adheres to Infection Control and Environment of Care Guidelines and Procedures as they are described in the annual education module.
Protects patient confidentiality.