Job Description

Job Responsibilities:

The Director of Patient Experience is responsible for providing leadership, expertise, planning, facilitation, and coordination for Howard County Medical Center service excellence functions and activities leading toward cultural transformation and exemplary patient experiences. Develops and implements service excellence improvement initiatives across the hospital, affiliated clinics and through partnership with other social service agencies, into the community. Assists Departmental Leadership with developing and implementing department-based service excellence plans, strategies and work plans. Utilizes patient, employee and physician survey data to drive services and results. Provides staff with support in planning and organizing service excellence activities, working with Physicians, Managers, Department Directors, and all levels of staff to assist with service excellence program training, coaching, implementation, and outcome monitoring. Utilizes skills to facilitate, motivate, encourage, and implement change to achieve service excellence goals and results. Engages in proactive process improvement activities that support evidence-based best practice behaviors utilizing the assistance of LEAN methodology. Partners with leadership to enable organizational alignment toward critical business objectives and affects change management as applicable to patient experience improvement initiatives.

Qualifications:

• Masters’ degree in Healthcare Administration, Social Work, Education, Psychology, Sociology, Nursing, organizational development, human centered design or other clinical or relevant field required. Terminal degree preferred.
• Must have experience with Patient and Family Advisory Councils. Must have knowledge of all regulatory requirements related to patient experience measurement, complaint and grievance management and reporting. Possess strong sense of personal accountability, passion, and ownership for achieving consistent, sustained, positive patient and family experience. Must have a strong knowledge of the tenets of Patient and Family Centered Care and co-designing with customers.
• Patient and Family Centered Care responsibilities & competencies:
  • Help develop and implement strategies aligned with JHM Patient Family Centered Care Strategic Priorities on the JHM Strategic Plan.
  • Develop and implement patient- and family-centered care strategy in collaboration with the Patient and Family Advisory Councils.
• Superior interpersonal and communication skills necessary to influence every level of the organization. Ability to assess data and communicate information and action steps based on the data. Demonstrated advanced problem-solving abilities and time management skills. Ability to work collaboratively, but at the same time show leadership ability. Proven skills in leading and influencing others. Proven track record in managing others and providing growth and mentorship to those reporting to them.  Strong skills in strategic planning, operations management and meeting facilitation and presentation skills are required. Ability to facilitate and negotiate issues through to resolution.  The approach must be proactive and responsive to leadership, staff, and patients and family evolving needs. Ability to work flexible hours to meet the department’s needs. Publications and presentations outside of the organization are considered a plus.

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