Vice President, Patient Experience & Operations

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Job ID: 58196
Area of Interest: Management
Location: Glen Burnie, MD US
Hours of Work: M-F 8a-5p
Job Facility: UM Baltimore Washington Medical Center
Employment Type: Full Time
Shift: DAY
What You Will Do:

Vice President, Patient Experience & Operations
UM Baltimore Washington Medical Center
Glen Burnie, MD


Reporting to the Chief Operations Officer, the Vice President of Patient Experience & Operations is responsible for the development and execution of the organization’s patient experience program as well as the overall management of designated hospital departments and/or product lines, including development and achievement of the organization’s strategic, financial and operational goals. 

The Vice President participates in the overall development of patient care programs and hospital operations through regular interactions with other members of the executive team, medical staff leadership, Board and community members.   He/She will engage the passion of employees, physicians and patients to ensure that care is consistently patient-centered and exceeds the expectations of patients and families.   He/She will identify internal and external best practices for the patient experience and promotes and disseminates these for the patient experience within BWMC; provides education, resources, benchmarking and data analytics on the patient experience; and collaborates with a variety of BWMC departments to ensure the delivery of patient-centered care. He/She will provide leadership for the direction, mentoring, and coaching of managers, department heads, and staff members to positively influence the patient experience.

The Vice President’s scope of authority and responsibility includes oversight for certain ancillary departments and support departments. 


Principal Responsibilities and Tasks

  • Leads the organization’s patient experience program. Collaborates with members of the executive team and medical staff leadership to improve the patient experience. Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
  • Leads patient satisfaction improvement efforts.
  • Identifies and presents key issues impacting the Patient/Family experience for Board and Executive leadership discussion and decision making which will include findings, barriers to success and progress toward results.
  • Leads a team of managers that direct the operations of designated hospital departments. Direct oversight for support service departments including but not limited to environmental services, nutritional services, and volunteer services.
  • Responsible for oversight of employee engagement strategies related to patient experience.
  • Responsible for ensuring high quality service in all areas of responsibility.
    • Ensures that departments meet applicable state, federal and JCAHO regulations.
    • Utilizes appropriate customer relations skills when interacting with patients, family, medical staff, etc., to ensure all customers are treated with respect.
  • Responsible for executive oversight of organizational operations performance improvement plan to achieve targeted outcomes.
  • Oversees development and monitoring of operating budget in areas of responsibility.
  • Maintains a close working relationship with the medical staff. 
  • Cooperates and coordinates with other members of the University of MD Medical System to meet the health system strategic goals and objectives.
  • Collaborates with staff members, managers, leaders, physicians, patients and family members to further the strategic vision for patient experience and service excellence.
  • Supports directors and managers to establish goals and strategies for the patient experience.
  • Establishes and develops, in conjunction with department managers, annual goals for Baltimore Washington Medical Center.  Assumes responsibility for component pieces of the health system strategic initiatives.  Monitors achievement of goals.
  • Develops positive community relationships and responds to identified needs of the community through program assessment and development.  Develops positive community, Board and medical staff relations.
  • Oversees development and planning for product lines assigned to this Vice President, and integrating their development with system-wide planning.
  • Serves as executive liaison to Patient and Family Advisory Council
  • Maintains professional affiliations.  Demonstrates self-initiative to enhance professional growth and development.


What You Need to Be Successful:

  • Master’s degree in Healthcare administration, Business, Nursing or other clinical specialty required
  • 5 years of experience in healthcare management, with a major portion of these at a senior level, is required.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 
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