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Job Details


Requisition #: 185124
Location: Johns Hopkins Community Physicians, Baltimore, MD 21201
Category: Non-Clinical Professional
Work Shift: Day Shift
Work Week: Full Time (40 hours)
Weekend Work Required: No
Date Posted: April 8, 2019

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.

Under the direction of the Directors of Patient Experience Officer and Risk Management (or designee), the Patient Experience Manager works closely with leadership across Johns Hopkins Community Physicians (JHCP) to support patient experience improvement through coaching strategies and program development and serves as primary lead for complaint/grievance management. This position works in partnership with assigned teams and collaborates with central support departments, directors, and practice leadership to develop patient experience coaching strategies to support the success of improvement programs and initiatives. The position will assist practice leaders in the development of improvement action plans; researches, reviews, and recommends evidence-based best practices for patient experience and service recovery as appropriate. This individual will assist with other improvement projects as needed.

The Patient Experience Manager will strategically deliver coaching across various levels across JHCP on patient experience, service recovery methods, effective communication strategies, and service recognition. The Patient Experience Manager interprets and uses patient experience performance data and patient/family complaint trends to provide in-depth, proactive consultation, coaching and improvement tactics to directors, managers, physicians and staff. The Patient Experience Manager regularly observes workflow in practices in practice sites, provide recommendations for improvement, and facilitates training where appropriate. The Manager will prepare thoughtful reports and presentations to highlight effectiveness of coaching efforts, improvement activities, performance trends, themes in patient feedback, and risk(s) identified in complaints/grievances. The position will support the development of Patient Family Advisory Councils (PFAC) across JHCP.

  • Johns Hopkins Community Physicians - Clinical Operations - Mt. Washington Murby Building
  • Exempt - Full-time 40 hours per week
  • Requires a minimum of a Bachelor’s degree in health administration, business, organizational development, nursing, or a related field. A Master’s degree is preferred.

  • A minimum of 3 years in coaching, customer service in a health care setting, and leading group training/facilitation with demonstrated success. 1 year of complaint/grievance program management is strongly preferred. Must demonstrate a record of increasing job responsibility linked to accomplishments in health care management.

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.


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