Johns Hopkins Health System employs more than 20,000 people annually. Upon joining Johns Hopkins Health System, you become part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you to join those who are leaders and innovators in the healthcare field.
? Johns Hopkins Community Physicians is seeking an experienced Assistant Director Patient Experience to work closely with senior leadership on planning, designing and implementing customer service 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 physicians 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 Assistant 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, managers and staff in service improvement methods. The Assistant 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 Board of Trustees.
- JH Community Physicians Wyman Park Medical Center - Baltimore, Maryland
- ? Full Time (40 hours)
- Bachelor's Degree required. Master's Degree preferred.
- A minimum 3-5 years in health administration, customer service, group facilitation, communication or data analysis and reporting.
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. Johns Hopkins Health System and its affiliates are drug-free workplace employers.