Patient Experience Director

Job Summary

MedStar Southern Maryland Hospital Center is currently seeking a Director of Patient Experience to join their leadership team. This Director will drive and foster a culture of patient and family centered care, and service excellence, while improving patient and family experience across the hospital.

Join one of the largest healthcare systems in the Baltimore-Washington metro region also recognized as one of the "Healthiest Maryland Businesses". Apply today and learn how MedStar Health can be your next great career move!

Primary Duties:

·         Oversee and assume responsibility for the enhancement and continuous improvement of the overall experience of patients and families throughout MedStar Southern Maryland Center.

·         Direct the activity, sets goals and oversees the work of the Patient Experience improvement activities.

·         Lead the strategic planning and resource allocation as it applies to service excellence and cultural transformation.

·         Document and communicate throughout the organization the shared vision for experience improvement.

·         Develop the framework and protocols in which all Patient Experience initiatives will be deployed across MSMHC.

·         Develop service, educational, and training programs throughout MSMHC relating to patient experience.

·         Strategically develop, refines and improves performance metrics and measurement methods using standardized and customized tools. Consistently measures results.

·         Identifies and presents key issues impacting Patient/Family experience for Board and Executive leadership

·         Serve as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally, nationally, and internationally.

·         Coaches leaders and staff for improved results and execution of best practices and chosen strategies.

·         Services as Co-chair of the Patient Family Advisory Committee on Quality and Safety (PFACQS) and the Hospital  HCAHPS Committee.

Qualifications:

·         Bachelor's degree in Nursing, Health Administration, Public Health, Business Administration or related clinical disciplines required.

·         Training in quality improvement, and/or project management, and/or Lean Six Sigma Green/Black Belt required

·         5-7 years Directly related experience, in a hospital environment required

·         5-7 years leadership/managerial experience in health care or equivalent and a proven ability in planning and development of services, project management and leadership required.