Johns Hopkins University Looking for Director of Patient and Family Experience – Sibley Memorial Hospital at Baltimore, MD  Full Time

Director of Patient and Family Experience – Sibley Memorial Hospital

Requisition #: 615322
Location: Sibley Memorial Hospital, Washington, DC 20016
Category: Leadership
Work Shift: Day Shift
Work Week: Full Time
Weekend Work Required: Yes
Date Posted: Dec. 16, 2022

GENERAL SUMMARY: The Director of Patient and Family Experience will plan, implement, direct and evaluate new programs to enhance patient and staff satisfaction and experience in accordance with accepted national standards and administrative policies. This leader will serve as a change agent to promote a culture of innovation and service excellence in collaboration with leaders from Nursing, Medical Practice, Safety, Quality, Human Resources and Strategic Planning. The patient experience leader will utilize data and analytics to advance patient and family experience improvement across the continuum of care and throughout the healthcare system. Advancing patient and family experience will include a focus on the use of digital platforms for engagement. The leader will advance and support an enterprise approach to service recovery, and resolution of patient and family issues regarding their experience. The director also runs the Volunteer Service which is responsible for recruiting, orienting, coordinating, and supervising the activities of all volunteers. The Director is responsible for providing critical updates to the Board of Trustees annually.

Reporting relationship: Reports to the Hospital CNO

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Identifies, structures, prioritizes and leads projects or major work streams related to Johns Hopkins Medicine/Sibley Memorial Hospital strategy, priorities and special initiatives
2. Develop patient satisfaction best practice guidelines, including the patient complaint process and the use of current and innovative digital platform practices.
3. Design Service Excellence training programs for medical and non-medical staff.
4. Oversee the implementation and evaluation of training.
5. Provide consultation and guidance to staff on patient and family experience processes.
6. Oversee to track and identify areas requiring service enhancements through evidence based research and analysis.
7. Work closely with senior leaders, executives, management, physicians and Children’s staff to implement training and dissemination of information.
8. Design and implement hospital wide strategic initiatives related to service excellence.
9. Contribute to the development of annual and long-term strategies and tactics that increase employee engagement and satisfaction.
10. Design annual/monthly patient experience dashboard and key communication documents for senior management.
11. Direct supervision of staff members.
12. Communicate with exemplary skill, including clear evidence of an understanding of data and outcomes, in order to promote interdepartmental collaboration, planning and achievement of patient and family experience goals
13. Facilitate complex problem solving throughout the organization by collaborating with other departments through development of staff to initiate problem solving behavior.
14. Contribute to the mission and vision of Sibley and the department/service goals through creative thinking and planning.
15. Coordinate service excellence outreach efforts and marketing efforts of the Division.
16. Identify trends and areas for systems improvement through critical analysis, expert planning and collaborative interdepartmental initiatives.
17. Collaborate with Departmental Leadership to develop Service Excellence activities to promote and implement Patient Experience plans, initiatives, and programs.
18. Provides administrative and data analysis oversight related to Patient Experience survey results.
19. Manages all efforts to ensure the highest patient, employee, and leadership satisfaction on the Patient and Family Experience
20. Serves as the patient advocate and liaison to administration.
21. Triages patient complaints and serves as a role model to management and staff in resolving patient issues interacting with patients and families.
22. Maintains a database documenting interventions and communications for patient complaints and grievances. Submits reports on complaints and grievances to the QSS Council and Significant Events Group.
23. Continues to coordinate and develop the Patient Relations Volunteer program. Recruit and train the patient relations volunteers for rounding on patients and discussing their satisfaction with their stay at the hospital.
24. Communicate with Directors and Nurse Managers issues discussed during Patient Relations rounding and coordinate appropriate follow up when necessary.
25. Provides leadership and guidance in the development, implementation, and evaluation of services in the Volunteer Service.
26. Works within the guidance of the Human Resources Department to recruit, interview, place, evaluate, and train all volunteers.
27. Provides oversight for the daily operations of the department.
28. Monitors operations to assure compliance with the organization’s policies and procedures.
29. Designs and implements strategies for marketing and recruitment of the volunteer program to schools and community.
30. Maintains and updates Volunteer information, training programs, and individual records which allow the oversight of the Volunteer hours and awards.
31. Manages and facilitates the annual Volunteer recognition program
32. Works with Education, Training & Research to develop required educational offerings.
33. Assures compliance with regulatory requirements from the Joint Commission and federal, state, and local healthcare regulatory agencies through education and competency evaluation.
34. Develops short and long term goals for the volunteer.
35. Coordinates the Observation Program for Patient Care Services and the O.R.
36. Attends all hospital meetings and functions as required.

Minimum Education and Experience:

• Must hold a completed Master’s degree (MBA, MPH, MHA, or clinical degree) from an accredited academic body.
• Must have a minimum of 5 years healthcare experience; 3 years of supervisory experience
• Strong communication & client management skills needed.
• Must have the ability to build strong relationships with senior leadership and lead through influence.
• Must have the ability to manage details while helping to set strategic direction.
• Needs to have strong story boarding and slide writing skills (strong PowerPoint skills).
• Needs to have strong analytical and people management skills.
• Specialty Certification (e.g. Lean, PMP, CPXP) certification is preferred

To apply, visit https://jobs.hopkinsmedicine.org/job/director-of-patient-and-family-experience-sibley-memorial-hospital-leadership-sibley-memorial-hospital-615322-b3824/

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