PATIENT EXPERIENCE MGR/COACH

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Join a fantastic global healthcare organization!

Employee and Dependent Tuition Assistance

Career growth and development

Affordable and comprehensive benefits package

Position Summary:

• Under the direction of the Chief Patient Experience Officer or designee, the Patient Experience Manager/Patient Experience Coach works closely with leadership to identify, plan, design, and implement patient experience improvement strategies. An expert in patient experience and patient and family-centered care, this position works in partnership with assigned teams and collaborates with other hospital-based departments, patient relations, directors, and physicians to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys as well as the federal and state required patient experience surveys (CAHPS).
• The Patient Experience Manager reviews and understands the organization's patient experience data and uses this data to provide in-depth, proactive consultation, coaching, and direction to directors, managers, physicians, and staff in service improvement methods.
• The Patient Experience Manager regularly observes workflow in practices in assigned areas such as inpatient nursing units, ambulatory clinics, emergency departments, pediatrics, physician practices, and ancillary/support service departments, i.e., nutrition, to provide recommendations and training.
• The position helps develop and implement employee recognition strategies and collaborates with various departments to promote and maintain service excellence-related programs.
• The position will participate in and support the organization's Patient Family Advisory Councils.
• The position assists leadership in the development of action plans to improve performance; researches, reviews, and implements best practices for the patient experience; provides coaching to all leadership levels concerning the patient experience, service recovery methods, and service recognition; and prepares regular and special reports/presentations regarding patient experience performance for leadership and team meetings.

Work Location: 1800 Orleans St, Baltimore, MD

Work Hours: 8:00 am - 4:30 pm

Education - Requires a minimum of a Bachelor's degree in nursing, public health, health administration, business, or a related field. A Master's degree is preferred.

Work Experience -At least 5 years in coaching, customer service in a health care setting, and group facilitation with demonstrated success.

Requirements:

• Excellent in-person, telephone, and written communication skills are required to interact with patients, families, JHM managers and staff, and external clients/ referral sources.
• Analytical ability required to investigate patient complaints/grievances and prepare reports
• Strong customer service skills, including problem identification and resolution skills.
• Strong project management skills are required.
• Excellent skills in creating and sustaining change in a large organization and leading through influence are crucial.
• The ability to independently coach and train staff is essential.
• Experience in organizational development is strongly advised.
• Ability to handle conflict resolution accordingly - remain tolerant/flexible in all situations.
• Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment.
• Ability to work within a multicultural environment and with a diverse customer base.
• Change management, process improvement methods (Lean), training development, healthcare-related customer service/patient experience methods, and survey methodology. Knowledge of CAHPS and Press-Ganey survey methods is a plus.
• Proficient in MS Office applications and Windows
• General office and communication equipment (i.e., personal computers, electronic mail, telephone systems, fax machines, copiers, etc.)

***Authorization to Work in the United States:Applicants who require sponsorship now or in the future will not be considered for this position.

Salary Range: Minimum $28.47/hour - Maximum $47.00/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.

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.