We have other current jobs related to this field that you can find below

  • Patient Experience Specialist 3PM11PM

    1 month ago

    Towson, United States University of Maryland Medical System Full time

    Job Description ** General Summary ** The Patient Experience Evening Specialist (3PM-11PM) provides support and assistance to patients and their families throughout their experience on an assigned unit(s) or department. Establishes relationships with patients, families and/or visitors in order to facilitate communications with the care team and ensures the...

  • Patient Experience Specialist

    2 months ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Medical Director-Oncology

    2 months ago

    Towson, United States University of Maryland Faculty Physicians Full time

    The Department of Medicine of the University Of Maryland School Of Medicine and the Marlene and Stewart Greenebaum Comprehensive Cancer Center (UMGCCC), located in Baltimore, MD are recruiting for a full-time Medical Director of the University of Maryland St. Joseph Cancer Institute, located in Towson, MD.GENERAL SUMMARYIn conjunction with the leadership...

  • Medical Director-Oncology

    3 weeks ago

    Towson, United States University of Maryland Faculty Physicians Full time

    The Department of Medicine of the University Of Maryland School Of Medicine and the Marlene and Stewart Greenebaum Comprehensive Cancer Center (UMGCCC), located in Baltimore, MD are recruiting for a full-time Medical Director of the University of Maryland St. Joseph Cancer Institute, located in Towson, MD.GENERAL SUMMARYIn conjunction with the leadership...

  • Medical Director-Oncology

    3 weeks ago

    Towson, United States University of Maryland Faculty Physicians Full time

    The Department of Medicine of the University Of Maryland School Of Medicine and the Marlene and Stewart Greenebaum Comprehensive Cancer Center (UMGCCC), located in Baltimore, MD are recruiting for a full-time Medical Director of the University of Maryland St. Joseph Cancer Institute, located in Towson, MD.GENERAL SUMMARYIn conjunction with the leadership...

  • Director of Nursing Services, Magnet

    13 hours ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionThe University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical...

  • MSAA Managing Director

    2 months ago

    Towson, Maryland, United States State of Maryland - MPT - Content Enterprises Full time

    IntroductionMaryland Public Television, commonly known as MPT, is a public television network that broadcasts throughout the entire state of Maryland and the District of Columbia and into parts of Delaware, Pennsylvania, Virginia, and West Virginia. MPT is Maryland's only statewide broadcaster. Headquartered in Owings Mills, MPT is a member of the Public...

  • Director of Bronchoscopy

    3 weeks ago

    Towson, United States Greater Baltimore Medical Center Full time

    Created for Dr. Chelsi Green - Director of Bronchoscopy. Education:Graduate of an accredited medical program. Licensures/ Certifications:Licensed as a physician in the State of Maryland. Complete required CME credits for continuous licensure. Board C Director, Bronchoscopy, Critical Care, Healthcare, Patient, Education, Medical

  • Patient Transport Coordinator

    5 days ago

    Towson, United States University of Maryland Medical System Full time

    Job Overview The Patient Transport Coordinator is responsible for managing, organizing, and verifying patient transportation resources to guarantee that all necessary equipment is available and in optimal condition. This role involves the safe and efficient movement of patients across various departments within the healthcare facility. Key...

  • Executive Director, Cardiac, Orthopedic and Spine Service Lines

    3 weeks ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Patient Mobility Liaison

    5 days ago

    Towson, United States University of Maryland Medical System Full time

    Job Overview The Patient Transport Coordinator is responsible for the collection, assessment, and verification of patient transportation resources to guarantee the availability of safe and sufficient equipment. This role involves the secure and efficient movement of patients to various departments within the healthcare facility. Required Qualifications...

  • Post-Surgical Patient Care Associate

    5 days ago

    Towson, United States University of Maryland Medical System Full time

    Position OverviewUniversity of Maryland Medical SystemBecome a vital member of our healthcare team at the University of Maryland Medical System, recognized for excellence in patient care. We are looking for a committed Certified Nursing Assistant (CNA) or Geriatric Nursing Assistant (GNA) to deliver compassionate patient support under the supervision of...

  • Patient Transport Liaison, Evening

    4 months ago

    Towson, United States University of Maryland Medical System Full time

    Job Description The Patient Transport Liaison gathers, inventories, checks and inspects patient transportation equipment to ensure safe and adequate supplies and safely transports patients to various units within the organization. Qualifications High School Diploma or GED (Required) BLS Certification (Required) Strong Verbal Communications...

  • Patient Transport Liaison, Evenings

    3 months ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Maryland State Ad Agency Managing Director

    2 weeks ago

    Towson, Maryland, United States State of Maryland - MPT - Content Enterprises Full time

    IntroductionMaryland Public Television, commonly known as MPT, is a regional PBS affiliate that broadcasts throughout Maryland and the District of Columbia and into parts of Delaware, Pennsylvania, Virginia, and West Virginia. Headquartered in Owings Mills, MPT operates a full-service advertising agency, called the Maryland State Ad Agency (MSAA), which...

  • Patient Care Technician,

    4 hours ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Patient Care Technician,

    1 month ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Staffing and Patient Flow Coordinator, Evening

    10 hours ago

    Towson, United States University of Maryland Medical System Full time

    Job DescriptionJob DescriptionCompany DescriptionWhen you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and...

  • Admissions Director

    4 days ago

    Towson, United States Genesis HealthCare - Towson, MD Full time

    Genesis HealthCare is one of the nation's leading providers of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how care is delivered by bringing together people like you -- passionate, highly skilled and motivated to make a difference. Join the Genesis team where...

  • Marketing and Admissions Director- Campus

    3 days ago

    Towson, United States Genesis HealthCare - Towson, MD Full time

    Genesis HealthCare is one of the nation's leading providers of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how care is delivered by bringing together people like you -- passionate, highly skilled and motivated to make a difference. Join the Genesis team where...

Director of Patient Experience

2 months ago

Towson, United States University of Maryland Medical System Full time
Job DescriptionJob DescriptionCompany Description

When you come to the University of Maryland St. Joseph Medical Center, you’re coming to more than simply a beautiful 37-acre, 218-bed suburban Baltimore, Maryland campus. You’re embarking on a professional journey that encourages opportunities, values a team atmosphere, and makes convenience and flexibility a priority. Joining our team of healthcare professionals means you’ll be contributing to a locally and nationally recognized institution. UM St. Joseph has been recognized by The Leapfrog Group as a grade ‘A’ hospital and by U.S. News & World Report as #3 in both the state and Baltimore Metro area, making UM St. Joseph the highest-ranking community hospital in Maryland. In addition, we’ve been consistently recognized as a top employer by Baltimore magazine. 

Job Description

General Summary

Reports directly to the SJMC Vice President, Patient Experience. The Director of Patient Experience works closely with the VP on the implementation and execution of SJMC’s patient experience program. Engages the passion of employees, physicians and patients to ensure that care is consistently patient-centered and exceeds the expectations of patients and families. Identifies internal and external best practices for the patient experience and promotes and disseminates these for the patient experience within SJMC; provides education, resources, benchmarking and data analytics on the patient experience; and collaborates with a variety of SJMC departments to ensure the delivery of patient-centered care. Supports and leverages patient and family advisory councils to ensure the voice of the customer is represented in SJMC operations and improvement efforts.  Leads visitor events that relate to the patient experience. Provides leadership for the direction, mentoring, and coaching of managers, department heads, and staff members to positively influence the patient experience. With support from the VP, leads Patient Advocacy and Volunteer Services.

Principal Responsibilities and Tasks
 

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.       

Patient Experience Leadership: Working with and supported by the VP, Patient Experience (PX), establishes goals, improvement strategies, tactics and metrics.   The Director for the Patient Experience collaborates with staff members, senior leadership members, physicians, patients, and family members to develop and execute the strategy for patient-centered care.

  1. Establishes goals, improvement strategies, tactics and metrics.
  2. Sustains organization-wide visibility, service standards and practices, including training, rounding, measuring, reporting, promoting and celebrating.
  3. Collaborates with staff members, managers, leaders, physicians, patients and family members to further the strategic vision for patient experience and service excellence.
  4. Plans, executes and sustains practices and activities throughout the organization, including rounding, training videos and modules, on-line tracking, support for departmental plans and activities, visibility materials, as well as celebrating successes.
  5. Supports the work of the VP to partner with leaders to establish systems, programs, and services to support patient-centered care.
  6. Leverages leadership acumen to orchestrate agreement and buy-in among key stakeholders for strategies and activities.
  7. Collaborates and supports the VP and physician leaders to extend service expectations, training, recognition and metrics.
  8. In collaboration with VP and leaders of Ambulatory, Outpatient, Operations, and Medical Practice extends service excellence practices, measures and celebrations.
  9. Collaborates with Quality and Safety and Infection Prevention to align efforts and coordinate data practices and sharing with leaders and front-line staff.
  10. Works with Human Resources to integrate customer service behaviors in the onboarding, training and performance management service. Conducts Customer Service component of New Employee Orientation. Provides related training and development classes to ensure consistent expectations for service excellence and service recovery.

Patient Satisfaction Measurement

  1. Establishes, disseminates and improves SJMC metrics of patient-centered care/patient satisfaction.
  2. Reports status of patient satisfaction and improvement efforts to senior leadership, managers, directors, physicians.
  3. Educates staff members, managers, executives, directors, physicians and others to interpret and access their patient satisfaction metrics and associated best practices.
  4. Directs inpatient patient satisfaction culture and measurement.
  5. Delivers key measures of patient and family satisfaction, departmental and unit levels; ensuring that data are easily accessible.
  6. Interprets and presents patient survey data to staff members, management, leadership, hospital departments, physician leaders, direct care givers and Patient/Family Partnership Council.
  7. Partners with PX data analyst to develop new surveys and modify tools, sampling techniques and reporting vehicles as approved throughout the organization.

Patient Advisors and Benchmarking

  1. Advances existing patient advisory councils and establishes additional councils to ensure that the voice of the patient is represented in the design of facilities and services, policies and programs.
  2. Leads patient experience benchmarking efforts by reaching out to national leaders to identify best practices.

Direct Office of the Patient Experience

  1. Supports, mentors and develops managers and staff of Patient Experience, Patient Advocacy, and Volunteer Services.
  2. Advise executives, physicians, department heads, managers, supervisors and patient liaisons on matters involving patient complaints and grievances.
  3. Supports directors and managers to establish goals and strategies for the patient experience including patient rights.

Institutional and/or Professional Standards

  1. Adheres to all Hospital Policies and Procedures as they apply to the area.
  2. Complies with regulatory agencies, and institutional and operating systems.
  3. Adheres to Infection Control and Environment of Care Guidelines and Procedures as they are described in the annual education module.
  4. Protects patient confidentiality.

Customer Service

  1. Demonstrates the values of the organization:  accountability, respect, service, stewardship and innovation.
  2. Demonstrates commitment to serving the customer.
  3. Demonstrates excellence in communication with the customer. Serves as expert in Service Recovery and Service Excellence.
  4. Creates a welcoming environment for the patients, family and other interdisciplinary team customers.
Qualifications

Education and Experience

  1. Bachelor’s degree in Health Service, Nursing, Public Health Administration, Business or Public Administration, or a related area of study is required. Master’s degree preferred.

A minimum of four (4) years of progressively professional leadership experience, involving service and budgetary accountability is required

 

Knowledge, Skills and Abilities

  1. General principles of healthcare management and leadership, including strategies that influence structure and/or help shape the patient experience role in an organization.
  2. 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 strategic and tactical plan.
  3. General overview of the patient experience, its history, general context setting and core knowledge overview.
  4. Knowledge of processes to address organizational planning, performance, change and improvement.
  5. 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.
  6. Skilled at communicating about and engaging others in patient experience efforts.
  7. Knowledge of models and processes for establishing effective service efforts and managing recovery efforts.
  8. Knowledge of key components of an effective measurement process, including the identification of key metrics and the use of data.
  9. Knowledge of key regulatory issues that influence or impact patient experience and patient rights efforts.
  10. Possesses innovative, success-oriented personality to achieve and surpass objectives. Energetic, adaptive, and flexible with challenges and changes.
  11. Energy, enthusiasm, and creativity necessary to organize customer service initiatives to meet organizational objectives and ensure superior patient outcomes.
  12. Excellent communication and facilitation skills - interpersonal skills to affect, sell and manage change and growth. Skilled at interacting with broad, diverse groups.
  13. Ability to foster and reinforce collaborative and collegial relationships and work environment.
  14. Possesses good mentoring skills. Ability to gain consensus and "buy in".
  15. Demonstrated excellent stand-up and solid presentation skills. Comfortable before groups and effective in communicating information and new ideas.


Additional Information

Patient Experience Evening Specialist Monday- Friday (3PM-11PM)