Johns Hopkins Medicine
Program Director of Volunteers - Patient Advisors and Insights
Johns Hopkins Medicine, Baltimore, Maryland, United States, 21276
Job SummaryThis individual provides leadership for Patient and Family Advisory Councils (PFAC), Volunteer Services (VS) and experience survey administration (ESA) throughout JHM.
This individual will provide leadership and expertise in creating and implementing the strategic direction for PFAC and VS operations and providing progressively more precise consumer derived data to drive continual improvement in patient and family experience. The individual works directly with the VP, CPXO, departmental leadership, PFAC co-chairs and the patient experience teams at each JHM entity to assess, improve and align PFAC and VS performance and to develop and implement best practice strategies to improve experience. This role reports directly to the Vice President, Chief Patient Experience Officer (VP, CPXO) for Johns Hopkins Medicine (JHM) with a dotted line for ESA responsibilities to the Senior Director of Quality, Safety and Service Analytics.This individual will motivate, encourage and implement change related to PFACs and VS. The role will lead vendor management (Press Ganey, RL Solutions, Post discharge phone call data, Alida and Vysis while sharpening our approach to increase response rate and actionability of survey insights patients share with operators across JHM. This individual will co-lead the JHM PFAC and serve as resource to PFACs throughout JHM on the system and entity levels. This individual is also responsible for organizational compliance with all regulations related to VS required by governmental and regulatory agencies.Qualifications:Master’s Degree in Nursing, Public Health, Health Administration, Business, Organizational Development or a related field required or Bachelors and 10 or more years of industry experience.Minimum of 6 years of health care management experience, preferably in patient and family centered care and VS, with progressive levels of responsibility is required. A documented track record of leading patient and family service improvements in a complex health care organization or system preferred.Certified Administrator of Volunteer Services strongly preferredHealth care administration, statistical analysis, process improvement, survey methodology, customer service skills and methods are essential for this position. Advanced knowledge in the field of consumer research related to PFACs and VS is required.
Must have knowledge of all regulatory requirements related to PFACs, VS and CAHPS administration.Knowledge of LEAN management principles, preferably certified as Green Belt (or commitment to obtain).
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This individual will provide leadership and expertise in creating and implementing the strategic direction for PFAC and VS operations and providing progressively more precise consumer derived data to drive continual improvement in patient and family experience. The individual works directly with the VP, CPXO, departmental leadership, PFAC co-chairs and the patient experience teams at each JHM entity to assess, improve and align PFAC and VS performance and to develop and implement best practice strategies to improve experience. This role reports directly to the Vice President, Chief Patient Experience Officer (VP, CPXO) for Johns Hopkins Medicine (JHM) with a dotted line for ESA responsibilities to the Senior Director of Quality, Safety and Service Analytics.This individual will motivate, encourage and implement change related to PFACs and VS. The role will lead vendor management (Press Ganey, RL Solutions, Post discharge phone call data, Alida and Vysis while sharpening our approach to increase response rate and actionability of survey insights patients share with operators across JHM. This individual will co-lead the JHM PFAC and serve as resource to PFACs throughout JHM on the system and entity levels. This individual is also responsible for organizational compliance with all regulations related to VS required by governmental and regulatory agencies.Qualifications:Master’s Degree in Nursing, Public Health, Health Administration, Business, Organizational Development or a related field required or Bachelors and 10 or more years of industry experience.Minimum of 6 years of health care management experience, preferably in patient and family centered care and VS, with progressive levels of responsibility is required. A documented track record of leading patient and family service improvements in a complex health care organization or system preferred.Certified Administrator of Volunteer Services strongly preferredHealth care administration, statistical analysis, process improvement, survey methodology, customer service skills and methods are essential for this position. Advanced knowledge in the field of consumer research related to PFACs and VS is required.
Must have knowledge of all regulatory requirements related to PFACs, VS and CAHPS administration.Knowledge of LEAN management principles, preferably certified as Green Belt (or commitment to obtain).
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