VP, CHIEF EXPERIENCE OFFICER at University of Maryland Medical System

The OpportunityLead standardize and elevate patient- and family-centered care across a complex academically affiliated health system. As Vice President Chief Experience Officer (CXO) at UMMS you will architect and operationalize a system-wide patient and consumer experience strategy that advances clinical outcomes enhances patient and family satisfaction and fosters a healing culture for staff. This is a role for an expert who thrives in complexity influences at the Board level and brings exceptional emotional intelligence to navigate diverse stakeholders. Youll set standards drive adoption and establish accountability across member organizationsall while integrating equity high reliability principles analytics and education into daily practice.General SummaryThe Chief Experience Officer develops and implements strategies and tactics to continuously improve patient- and family-centric care across the University of Maryland Medical System. Working with clinical and operational stakeholders the CXO strives to create environments and processes that improve clinical outcomes and the patient doing so this also propels forward UMMS culture and creates a healing environment for staff. Consistent with the UMMS Strategic Framework which calls for developing and implementing a standardized system-wide patient and consumer experience the CXO has the lead executive role to develop the strategies and tactics to achieve the consistent patient and consumer experiences desired. The CXO will assure and monitor for the adoption and ongoing use of all agreed-upon standards to create a UMMS Way. This also includes identifying and sharing best practices and also providing education resources benchmarking and data analytics to foster continued improvement. The CXO works to include and increase the voice of patients and families in UMMS operations and improvement efforts. The CXO provides leadership and partners with managers department heads and staff members providing strategy mentoring and coaching to positively influence the patient experience.Principal Responsibilities and TasksThe following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.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 corpsPartners 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.Patient Satisfaction MeasurementEstablishes 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.Institutional and/or Professional StandardsAdheres 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.Qualifications : Education and ExperienceMD DNP or PhD-prepared clinician; or Masters 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. Experience in an academically-affiliated health care facility is preferred.Knowledge Skills and AbilitiesGeneral principles of healthcare management and leadership including strategies that influence structure and/or help shape the patient experience role in an organization.Hands on leader who desires to refine improve and strengthen key program elements. Brings a big picture vision of how quality performance improvement patient safety and customer service fit into the overall UMMS strategic and tactical plan.Expertise in patient experience its history general context setting and core knowledge overview.Knowledge of processes to address organizational planning performance change and improvement.Knowledge of key concepts included in collection of Patient & Family Centered Care models and processes as well as how to identify and implement these ideas.Skilled at communicating about and engaging others in patient experience efforts.Knowledge of models and processes for establishing effective service efforts and managing recovery efforts.Knowledge of key components of an effective measurement process including the identification of key metrics and the use of data.Knowledge of key regulatory issues that influence or impact patient experience efforts.Possesses innovative success-oriented personality to achieve and surpass objectives. Energetic adaptive and flexible with challenges and changes.Energy enthusiasm and creativity necessary to organize customer service initiatives to meet organizational objectives and ensure superior patient outcomes.Excellent communication and facilitation skills - interpersonal skills to affect sell and manage change and growth. Skilled at interacting with broad diverse groups.Ability to foster and reinforce collaborative and collegial relationships and work environment.Possesses good mentoring skills. Ability to gain consensus and buy in.Demonstrated excellent stand-up and solid presentation skills. Comfortable before groups and effective in communicating information and new ideas.Additional Information : All your information will be kept confidential according to EEO guidelines.Compensation:Pay Range:  Other Compensation (if applicable): Review the 2025-2026 UMMS Benefits GuideLike many employers UMMS is being targeted by cybercriminals impersonating our recruiters and offering fake job opportunities. We will never ask for banking details personal identification or payment via email or text. If you suspect fraud please contact us at Remote Work : NoEmployment Type : Full-time Key Skills Mold Remediation,Succession Planning,Employee Evaluation,Basic Math,Host/Hostess Experience,Restoration,Restoration Industry Experience,Water Damage Restoration,Emergency Management,Auto Restoration,Fire Restoration,Financial Report Interpretation Experience: years Vacancy: 1