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Patient Experience and Policy Management Coordinator

3 months ago

LuthervilleTimonium, Maryland, United States Johns Hopkins Medicine Full time

At Johns Hopkins we offer an excellent Benefits Package, to include:

  • Affordable healthcare
  • Paid Time Off (PTO) and company paid holidays
  • Tuition Assistance
  • Life and disability insurance
  • Opportunities for career development
  • Employee discount program - travel, tickets, dining and more

Patient Experience and Policy Management Coordinator Position Summary:

The Patient Experience and Policy Management Coordinator role will serve as the subject matter expert to the Johns Hopkins Surgery Centers Series (JHSCS) in patient experience improvement strategies. This role will work closely with JHSCS leadership to assist in improvement efforts including, but not limited to, defining and development of appropriate patient and family experience goals and metrics, data capture and analysis. The role is responsible for managing and facilitating the identification, implementation, trending, and ongoing measurement of multiple, complex projects and initiatives. Responsibilities may also include strategic management, performance improvement, and coordination of defined programs and projects. The position will serve as an advocate for patients, family members, and the health care team to enhance communication, as well as manage grievances to ensure efficient and effective resolution as per CMS and TJC regulations. The Patient Experience and Policy Management Coordinator role will also have oversight and development of JHSCS policy management, along with collaboration among multiple JHM policy platforms.

This role will support all JHSCS locations, collaborating with JHSCS leadership. The Patient Experience and Policy Management Coordinator will be expected to provide strategic guidance by:

  • Collaborating to improve patient and family engagement
  • Developing personas and journey maps that help guide a seamless patient experience
  • Collecting, analyzing and graphing data for and providing recommendations to JHSCS leadership
  • Reviewing and understanding OAS-CAHPS patient experience data and use this data to provide in-depth, proactive consultation, coaching to JHSCS leadership
  • Identifying opportunities and develops action plans to improve patient experience process improvements
  • Manages the patient grievance initiative and processes by monitoring and prioritizing patients/families requests, while maintaining role as an advocate for patients/families
  • Coordinates review of patient/family grievances and conducts regular analysis of grievance data to identify areas of opportunities, trends to establish performance improvement strategies
  • Developing and overseeing policy management by adhering to Regulatory requirements
  • Participating and representing JHSCS on JHHS interdisciplinary workgroups related to policy management
  • Implementing strategic priorities by serving as project manager for identified JHSCS initiatives
  • Working with front line staff to improve and implement innovations and enhancements

Work Schedule: Day shift, FT, 40 hrs/wk

Work Location: Lutherville, MD

Patient Experience and Policy Management Coordinator Qualifications:

  • Bachelor's Degree in nursing. Consideration for other health care related fields such as pharmacy, ETC preferred.
  • Minimum of 5+ years of related experience with a Bachelor's degree; or 3 years and a Master's or other advance degree. At least two years of interdisciplinary or interdepartmental program/project management experience.
  • Current registered nurse licensure in the State of Maryland.
  • Comprehensive understanding of data management and data modeling.
  • Knowledge of spreadsheet, database, presentation, and word processing software. Knowledge of HPO policy management a plus.
  • Advanced knowledge of project management.
  • Familiarity with federal, state and local regulations impacting healthcare preferred
  • Change management, process improvement methods (Lean), training development, health care related customer service/patient experience methods and survey methodology. Knowledge of OCAHPS and Press Ganey survey is a plus.
  • Experience in an academic health system preferred.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts — including while at lunch or on breaks, and whether they are on or off campus.