Nurse Coordinator - Pt Experience

Make it happen at Hopkins.

Weekly Working Hours: 40

Shift: Days

Job Details & Qualifications:

At The Johns Hopkins Surgery Centers, nurses lead the way in cutting-edge surgical care. Join us for a dynamic environment that values your skills, fosters collaboration, and celebrates your dedication to excellence. Elevate your nursing career and be part of redefining the future of surgical care at Johns Hopkins.

The Patient Experience and Policy Management Coordinator serves as a subject matter expert for patient experience improvement across the Johns Hopkins Surgery Center Series. This role partners with JHSCS leadership to advance patient- and family-centered care, strengthen communication, support performance improvement initiatives, and ensure effective policy management across all JHSCS locations.

The ideal candidate is a collaborative, strategic professional with experience in patient experience, project coordination, data analysis, and regulatory compliance.

Key Responsibilities

• Partner with JHSCS leadership to develop and advance patient and family experience goals, metrics, and improvement strategies
• Collect, analyze, trend, and present patient experience data to inform leadership decision-making
• Review OAS-CAHPS patient experience data and provide proactive consultation and coaching to JHSCS leaders
• Develop patient personas and journey maps to support a seamless care experience
• Identify opportunities for improvement and lead action planning for process enhancements
• Manage patient and family grievances, ensuring timely, effective resolution in alignment with CMS and TJC requirements
• Analyze grievance trends to identify risks, patterns, and opportunities for system improvement
• Oversee JHSCS policy management in compliance with regulatory requirements
• Represent JHSCS on interdisciplinary JHHS policy workgroups and related initiatives
• Serve as project manager for strategic JHSCS priorities and process improvement efforts
• Collaborate with frontline staff to implement innovations that enhance patient care and experience

Why Join JHSCS?

This is an opportunity to make a meaningful impact on the patient experience across a high-performing surgical network. You’ll work closely with leaders and frontline teams to improve care delivery, support compliance, and help shape the future of patient-centered excellence at Johns Hopkins.

Patient Experience and Policy Management Coordinator Qualifications:

• Bachelor’s Degree in nursing.
• Minimum of 5+ years of related experience with a Bachelor’s degree; or 3 years and a Master’s or other advance degree. At least two years of interdisciplinary or interdepartmental program/project management experience.
• Current registered nurse licensure in the State of Maryland at time of hire
• Comprehensive understanding of data management and data modeling.
• Knowledge of spreadsheet, database, presentation, and word processing software. Knowledge of HPO policy management a plus.
• Advanced knowledge of project management.
• Familiarity with federal, state and local regulations impacting healthcare preferred
• Change management, process improvement methods (Lean), training development, health care related customer service/patient experience methods and survey methodology. Knowledge of OCAHPS and Press Ganey survey is a plus.
• Experience in an academic health system preferred.

We’re proud to offer a robust benefits package that supports your health, growth, and well-being. Discover our full offerings and costs here: mybenefitsjhhs.com

What Awaits You:

• Competitive pay and benefits that support you at every stage of your life and career.
• Retirement plans with employer contributions to help you plan confidently for the future.
• Generous time off so you can unplug, recharge, and enjoy life outside of work.
• Access to world-class facilities and innovative technology that fuel your curiosity.
• Endless opportunities to advance your career as part of the Johns Hopkins team.

Salary Range: Minimum 43.61/hour - Maximum 67.59/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.

The Hospital reserves the right to modify employee schedules as needed.

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.