Director of Patient Experience

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Job ID: 60205
Area of Interest: Management
Location: Baltimore, MD US
Hours of Work: M-F
Job Facility: UM Rehabilitation & Orthopaedic Institute
Employment Type: Full Time
Shift: DAY
What You Will Do:

The University of Maryland Rehabilitation & Orthopaedic Institute is Maryland’s largest and most comprehensive rehabilitation and orthopaedic specialty hospital. Formerly known as Kernan Hospital, UM Rehab & Ortho was founded more than 120 years ago as a facility to treat children. Highly specialized staff provides interdisciplinary care to people recovering from stroke and neurological diseases as well as spinal cord, brain or other traumatic injury.

UM Rehab & Ortho is a leader in neurological conditions, sports medicine, musculoskeletal disease, research and robotic technologies to improve movement. The hospital is an integral component of the University of Maryland Medical System, and the attending physicians are faculty members at the University of Maryland School of Medicine

The Director of Patient Experience: 
The Director for Patient Experience is responsible for overseeing the implementation and execution of UM REHAB & ORTHO’s patient experience and Journey 2 Excellence (J2X) programs. 

  • Engages the passion of employees, physicians and patients to ensure that care is consistently patient-centered and exceeds the expectations of patients and families
  • Identifies internal and external best practices for the patient experience and promotes and disseminates these for the patient experience and employee engagement within UM REHAB & ORTHO
  • Provides education, resources, benchmarking and data analytics on the patient experience and employee engagement
  • Collaborates with a variety of UM REHAB & ORTHO departments to ensure the delivery of patient-centered care
  • Patient Advocate Role - Creates, supports and leverages patient and family advisory councils to ensure the voice of the customer is represented in UM REHAB & ORTHO operations and improvement efforts
  • Leads visitor events that relate to the patient experience
  • Provides leadership for the direction, mentoring, and coaching of managers, department heads, staff members to positively influence the patient experience
  • Leads oversight of Hackerman-Patz House, volunteer services, and J2X.

What You Need to Be Successful:


  • Bachelor’s Degree in Social Services, Healthcare Administration or related field (Required)
  • Master’s Degree (Preferred)
  • Minimum of two years of volunteer or community relations experience in a health care facility or equivalent is required.
  • Highly effective oral and written communication skills are required.
  • Excellent customer relations skills are required.


  • 5-8 Years of professional leadership experience


  • Supervised by:  CEO

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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