Patient Experience Program Director

7 days ago

Bethesda, Maryland, United States Johns Hopkins Health System Full time

YOU BELONG HERE

What Awaits You?

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

Our competitive Benefit Package is designed to support the well-being and financial security of our employees. You can explore the details of our benefits offering by visiting the following link: Suburban Hospital | Your benefits virtually )

Summary:

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.

Education:

Bachelor's degree in public health, Health Administration, Business, Organizational Development or a related field required; Master's preferred.

Work Experience:

10 years of customer service management experience, preferably in high-risk industry, with progressive levels of responsibility is required.

A documented track record of leading customer service improvements in a complex organization is preferred.

Healthcare experience is preferred.

Salary Range: Minimum 47.50/hour - Maximum 76.00/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

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