Director, Patient Experience- Clinical Background Needed

Company Description

THE MEDICAL HEART OF MARYLAND

Treating over 330,000 patients every year, the University of Maryland Medical Center is at the vital core of Maryland’s health care system and community. We’re known for our prestigious expertise in innovative research and education, along with the talented staff and advanced centers that make it all possible. The R Adams Cowley Shock Trauma Center, the world’s first center dedicated to trauma, treats more than 7,500 critically injured patients a year with an incredible 97 percent survival rate. We also have one of the nation’s largest kidney and pancreas transplant programs at The Joseph and Corinne Schwartz Division of Transplantation, home to Maryland’s first steroid-free protocol and pancreas/kidney transplant. From our National Cancer Institute-designated UM Marlene and Stewart Greenebaum Cancer Center to The University of Maryland’s Children’s Hospital, one of the largest pediatric centers in the state, we are dedicated to saving and transforming lives.

Job Description

Job Summary

Responsible for developing and executing strategies that enhance the patient and family experience across the University of Maryland Medical Center’s Downtown and Midtown campuses. Oversee key operational areas, including Patient Advocacy, Interpreter Services, Guest Services the Healing Garden, family reception areas, Inpatient Transportation, Wheelchair Program, Integrative Care, and Volunteer Services. Engage employees, physicians, and patients to ensure care is consistently patient-centered and exceeds the expectations of patients and families. Collaborate with multiple departments to ensure seamless delivery of patient-centered care and leverage patient and family advisory councils to integrate the voice of the customer into hospital operations and improvement efforts. Work is performed under general direction. Direct report to the Vice President, Patient Experience.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

• Develop and implement strategies, goals, and metrics to drive patient experience improvement.
• Identify internal and external best practices in patient experience, disseminate knowledge across UMMC, and provide education, resources, benchmarking, and data analytics to support patient-centered initiatives.
• Oversee and lead patient experience survey administration, initiatives and program management.
• Lead service excellence initiatives, including training, rounding, reporting, and recognition programs such as the "You Make a Difference Award."
• Partner with UMMC leadership, including nursing and physician leaders, to enhance patient-centered care practices and service expectations.
• Oversee the planning, execution, and sustainability of patient experience initiatives across the organization, including staff rounding, development of training videos and modules, online tracking, departmental support, visibility materials, and recognition of achievements.
• Collaborate with the VP and senior leadership, including the UMMC SVP, PCS/RN, Chief Nursing Officer, and Medical Director of Patient Experience, to develop and implement patient-centered care systems, programs, and services.
• Utilize leadership expertise to build consensus and secure stakeholder engagement in patient experience strategies and initiatives. Work closely with Directors of Nursing and Operations to strengthen partnerships that drive improved patient experience outcomes. Maintain active relationships with Triad nursing leadership teams.
• Partner with departmental managers, directors and VPs to assess and investigate patient and family grievances, ensuring compliance with regulatory requirements for complaint resolution.
• Collaborate with and support the VP, Medical Director of Patient Experience and UMMC physician leaders to extend service expectations, training, recognition and metrics to all UMMC physicians including residents.
• Partner with VP and ambulatory care leadership to extends service excellence practices, performance measures, and recognition programs to ambulatory clinics.
• Work with Human Resources to integrate customer service principles into onboarding, training, and performance management processes. Facilitate the Customer Service component of New Employee Orientation and lead related training and development programs to ensure consistent service excellence and effective service recovery.
• Establish and monitor hospital-wide patient experience metrics to measure success and identify opportunities for improvement.
• Provide insights and reports to senior leadership, managers, directors