Job description

Requisition #: 595943
Location: Johns Hopkins Health System, Baltimore, MD 21201
Category: Leadership

Position Summary

The VP Chief Patient Experience officer assumes multi-site system responsibility for JHM. This executive will drive and foster a culture of patient and family-centered care and service excellence while improving patient & family experience across the enterprise. The Chief Patient Experience Officer will work directly with the Executive Teams at all the JHM affiliates to assess and communicate performance and to create change at all levels of the organization. This position will also be accountable to supporting and managing the organizational needs, as well as the design, implementation and evaluation of programs that facilitate the professional development and continuous learning of all team members. Tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors and building a culture of true patient & family-centered care and engagement. This position promotes the reputation of Johns Hopkins Medicine through public speaking, educational events, writing, research collaborations, and interviews.

Reporting Relationship

This position has a dual reporting to the SVP for Quality and Patient Safety for JHM/ Director of the Armstrong Institute and Vice President, Quality and Safety-JHHS, and will work closely with the JHM Sr. VP for Nursing and the JHM CMO.

All directors of patient experience throughout JHM and the system director of patient relations report into this position. Also, the JHHS Senior Program Administrator for Patient Experience, as well as the Patient Experience Data Analytics Manager, report directly to this role

Entity /Area/dept of Responsibilities:
JHM/Patient Experience and Patient and Family-Centered Care/ Patient Relations

Education and Qualification

Required Qualifications, Experience &Knowledge:
Education:
Requires an advanced degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field.

CPXP certification preferred

Work Experience:
Minimum five (5) years of experience in health care setting required with progressive levels of responsibility required. Senior management-level experience in acute care with an emphasis on Patient Experience, The ideal candidate will have a broad understanding of care across the continuum.
A documented track record of implementing and accomplishing customer service improvements in a large academic complex health care organization or system required
Ability to foster strong collaboration with clinical staff
Advanced knowledge of the range of CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
A proven track record of RESULTS and working with process management
A proven track record of presentations at national meetings, engagement with patient experience peers, peer-reviewed publications, and education of health care professionals, including physicians.

Knowledge:
Deep understanding of CAHPS surveys, survey methodology, and the role of pay for performance.
Programs for improving patient experience, provider communication, and patient and family-centered care and engagement.
Complaint and grievance management.
Lean implementation.
Experience with coaching methods, leadership, and practice of leading change.

Skills:
Strong interpersonal, leadership and communication skills necessary to influence every level of the organization.
Demonstrated ability to develop and execute strategy; demonstrated record of accomplishments and improving outcomes.
Demonstrated success in relationship building.
Excellent organizational skills and the ability to handle competing priorities.
Strong skills in strategic planning, operations management and meeting facilitation are required.
Position Responsibilities

Oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout JHM
Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization
Instills a culture of service excellence, hospitality, ownership and results across the enterprise. A shared JHM patient experience
Documents and communicates throughout the organization the shared vision for experience improvements
Develops the framework & protocols in which all Patient Experience initiatives will be deployed across JHM
Collaborates with the team to develop service, educational, and training programs throughout JHM relating to the patient experience, including Connect, Partner, Reflect training, and teamwork training.
Collaborates with DE&I on training, as well as with de-escalation work in partnership with nursing.
Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools
Consistently measures and communicates results
Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system.
Works to ensure alignment of people, processes, systems and rewards across JHM
Coaches leaders and staff for improved results and execution of best practices and chosen strategies
Manages all aspects of Patient Experience Measurement through surveys. Serves as the executive responsible for vendor relations on surveys and patient experience support. Manages the reporting of outcomes in patient experience to the Board. Monitors quality-based reimbursement for CAHPS. Works with senior leadership to set goals for the system on patient experience, including annual senior bonus metrics, and clinical director incentive metrics.
Serves as the Executive Champion for any JHM Patient and Family Advisory Councils.
Engages with the Sr. Director for Patient Relations on complex cases, especially those involving risk and/or legal.

FY23 Goals/Measures of Success:
Learn the system and meet key leaders across JHM
Partner with the system PFAC to create goals and areas of focus for FY24
Create shared goals and objectives for the directors of patient experience throughout the system.
Fill any vacancies in these roles
Meet with each member and their dotted line leader to make sure there is an alignment of goals in Success Factors
Learn about each affiliate in the system and work with leadership to create clear goals based on patient experience data.
JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
Apply
To apply, visit https://jobs.hopkinsmedicine.org/job/vice-president-and-chief-patient-experience-officer-jhm-leadership-johns-hopkins-health-syst-595943-77a7b/

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