Director of Patient Experience Johns Hopkins Community Physicians Baltimore, MD Full Time, Days
Johns Hopkins Community Physicians (JHCP) is a multi-specialty group serving Maryland, Virginia and Washington DC with over 40 locations. Our Providers and leaders are highly engaged and committed to teamwork. At JHCP you will work beside the unequaled talent of Johns Hopkins providers, nurses and staff and enjoy extensive benefits and opportunities for personal and professional growth.
Johns Hopkins Community Physicians is in search a Director of Patient Experience to join our team!
The Director of Patient Experience works closely with senior leadership on planning, designing and implementing patient experience improvement strategies. An expert in patient experience and satisfaction, this position works in partnership with JHCP executive leadership, the department of quality/transformation, the office of the VPMA, the human resources department, the training department, office of risk management and service recovery, directors, practice administrators, office medical directors, practice staff and providers to ensure the organization meets or exceeds the service goals as measured by the JHCP voluntary surveys as well as the federal and state required satisfaction surveys. The Director reviews, understands and analyzes the organization’s patient experience data and uses this data to provide in-depth, proactive consultation, coaching and direction to directors, providers, managers and staff in service improvement methods. The Director regularly observes workflow in the practices to provide recommendations and training. Regularly meets with executive team directors, administrators, practice administrators and office medical directors to discuss patient satisfaction results and to provide guidance to improving patient satisfaction. This position assists leadership in the development of action plans to improve performance; provides coaching to all leadership levels on service recovery methods, service recognition, service data retrieval and analysis; prepares regular and special reports regarding service performance for leadership meetings at all levels including the Armstrong Institute and Board of Trustees.
Master’s degree in nursing, public health, health administration, business or a related field required.
Statistical analysis, survey methodology, change management, process improvement, training development, human resources management and health care related customer service methods.
Data analysis and interpretation related to patient satisfaction surveys.
Experience in the use of standard word processing, project management tools, power point and spreadsheet software.
Strong project management, problem identification, teaching and resolution skills.
Excellent interpersonal and communications skills required to work with a diverse group of people.
Excellent skills in using influence to change behavior.
Excellent skills in creating and sustaining change in a large organization.
Minimum 5 years in health administration with direct patient experience, customer service, group facilitation, communication or data analysis and reporting.
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