Job Description

At Johns Hopkins Community Physicians (JHCP), we bring Johns Hopkins Medicine to our communities. With more than 40 locations throughout Maryland, Virginia, and Washington DC, we have opportunities for you to join our amazing team of healthcare professionals, right in your neighborhood. You don’t have to travel far to find your next great opportunity! You belong here!

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 individual will assist with other improvement projects as needed. 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. 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.

What awaits you!

• Medical, Dental, Vision Insurance
• 403B Savings Plan w/employer contribution
• Paid Time off & Paid holidays
• Employee and Dependent Tuition assistance benefits
• Free Parking
• Refer a friend to Johns Hopkins, opportunity to earn $$$
• Health & Wellness programs and more!

Location : 6225 Smith Ave., Baltimore, MD 21209

Shift : Exempt Full-time - 40 hours per week - Mon-Fri

What You'll Need to be Successful:

• 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.

• Proficiency with spreadsheets, database, presentation and word processing software. Knowledge of CAHPS and patient satisfaction survey methods is preferred. Proficient in navigating the electronic medical record (EMR) systems is preferred. Demonstrated willingness to learn the EMR navigation is required.

Salary Range: Minimum 28.47/hour - Maximum 47.00/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.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.

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