University of Maryland Medical System · 1 month ago
VP, CHIEF EXPERIENCE OFFICER
Baltimore, MD
Full-time
Onsite
Director/Executive
10+ years expThe University of Maryland Medical System is a 14-hospital system providing a range of medical services. The Chief Experience Officer will lead and standardize patient- and family-centered care across the health system, focusing on enhancing patient satisfaction and clinical outcomes through strategic initiatives and collaboration with various stakeholders.
Hospital & Health Care
Responsibilities
Experience model that addresses the relevant Strategic Framework Tactics in the Patient/consumer Engagement Priority
Advises system and member organization leaders on patient experience structures, processes and personnel to achieve desired outcomes
Serves as a leader role with others to determine a System-wide approach to consumer engagement
Develops 3-year goals for patient experience metrics, including CMS-mandated surveys, to assess progress
Leads System-wide patient experience development, implementation, monitoring of agreed-upon standards; in collaboration with member organizations, propels and creates processes to share best practice
Leading patient experience leadership at member organizations, creates culture of accountability for member organizations to implement standardized practice and meet goal metrics
Serves as the patient experience leader and subject matter UMMS Patient Experience Leadership: Establishes goals, improvement strategies, tactics and metrics
The Chief Experience Officer collaborates with staff members, other senior leadership members, physicians, patients, and family members to develop and execute the strategy for patient- and family-centered care throughout the University of Maryland Medical System
Serves as the lead system executive leader to spearhead development efforts in collaboration with member organization leaders, designing the system-wide patient expert for the UMMS Board of Directors Quality and Safety Committee
Collaborates with Quality and Safety at both System and Center level to advance High Reliability Culture
Partners with Chief Equity, Diversity and Inclusion Officer to apply principles of equity to patient- and family-centric care at the bedside across UMMS, consistent with strategic goals
Works with appropriate stakeholders across UMMS to create training materials and programs advancing patient- and family-centered care
Coordinates and advances Patient and Family Advisory Councils across UMMS to increase the patient voice, developing minimum standards for organization and utilization
Working with the UMMS Quality and Safety and UMMS Informatics groups, coordinates and advances patient experience metrics and analytics. This includes CMS-mandated metrics such as HCAHPS, as well as their intersection with quality and safety, and employee engagement metrics, sustains UMMS visibility, service standards and practices, including training, rounding, measuring, reporting, promoting and celebrating
Plans, executes and sustains practices and activities throughout UMMS, including rounding, training videos and modules, on-line tracking, support for departmental plans and activities, visibility materials, and tracking, as well as celebrating successes
Partners with UMSOM leadership to create an academic approach that strengthens patient-centered practices among medical faculty and residents, increases alignment with UMMS patient experience through standardization in training and practice
Partners with UMSON leadership to innovate, study, and implement patient- and family-centered care among nursing corps
Partners with physician leaders to strengthen service expectations, training, recognition and metrics among all physicians including residents
Leads patient satisfaction improvement efforts for UMMS
Extends service excellence practices, measures and celebrations to UMMS ambulatory clinics in collaboration with the VP, Ambulatory Services
Provides active input into physical plant design and renovation across system, with direct input into projects
Assesses and iterates visitation policy for UMMS, in collaboration with clinical and operational stakeholders
Insures adherence to all regulatory agencies, including CMS and Joint Commission, regarding patient rights and visitation policies at UMMS
Establishes, disseminates and improves UMMS metrics of patient-centered care/patient satisfaction
Oversees and supports program manager in data gathering and analytic strategies
Reports status of patient satisfaction and improvement efforts to senior leadership
Educates staff members, managers, executives, directors, physicians and others to interpret and access their patient satisfaction metrics
Directs inpatient and ambulatory care patient satisfaction measurement for the UMMS
Delivers key measures of patient and family satisfaction at UMMS-wide, departmental and unit levels; ensuring that data are easily accessible
Interprets and presents patient survey data to staff members, management, leadership, hospital departments, physician leaders, direct care givers and Patient/Family Partnership Council
Develops new surveys and modify tools, sampling techniques and reporting vehicles as approved throughout the organization
Adheres to all System and Hospital Policies and Procedures
Complies with regulatory agencies, and institutional and operating systems
Adheres to Infection Control and Environment of Care Guidelines and Procedures as they are described in the annual education module
Protects patient confidentiality
Qualification
Required
MD, DNP, or PhD-prepared clinician; or Master's degree or Doctorate in Health Services, Public Health Administration, Business, or Public Administration is required
A minimum of ten (10) years of progressively professional leadership experience, involving service and budgetary accountability is required
Preferred
Experience in an academically-affiliated health care facility is preferred
Company
University of Maryland Medical System
The University of Maryland Medical System (UMMS) was created in 1984 when the state-owned University Hospital became a private, nonprofit organization.
10001+ employees
H1B Sponsorship
University of Maryland Medical System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (15)
2023 (18)
2022 (9)
2021 (5)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Kenneth Kozel
President and CEO
Hank Franey
Executive Vice President and CFO
Recent News
2023-06-30
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