Responsible for collaborating with the Service Excellence/Patient Experience Practice Committee and the UM SOM/UMMC Patient Experience Team to strengthen the patient and customer experience and to help teams improve Press Ganey and CAHPS scores across the University of Maryland Faculty Physicians, Inc. (FPI). The Associate Director, Patient Experience Improvement will directly interact with practice management teams and all FPI leadership to achieve desirable outcomes. Primary responsibilities encompass the activities and resources necessary to maintain, implement and coordinate the written policies, procedures, reporting and standards of the FPI Patient Experience (PX) and Service Excellence (SE) process. Reporting to the Chief Human Resources Officer, participates in developing and attaining goals and priorities of the PX and SE process. Works closely with FPI Clinical Administrators and practice leadership to accomplish FPI’s SE strategy. Acts as a liaison between practices and patient experience vendors. Additional responsibilities include managing assigned organizational projects and providing research and project management support to all FPI Admin departments as assigned. Serves in a variety of roles (consultant, project manager, instructor, etc.) on FPI strategic projects and initiatives; and other duties as assigned.
EDUCATION and/or EXPERIENCE
Masters degree required (Health related or MBA) with minimum three years of professional experience in healthcare
Strong research and quantitative experience is essential
Proficiency in the use of personal computers and related software is essential
Individual with strong communication skills, both verbal and written is preferred as well as excellent interpersonal skills
Must have strong understanding of measurement methodologies and the drivers of loyalty and patient satisfactio
Ability to identify target areas for improvement, consult with leadership and practice managers in the development of action plans, monitor successes, and serve as a change agent within the organization
Demonstrated analytical and problem solving skills
Demonstrated project management and writing skills
Internal Number: ASSOC04177
About University of Maryland Faculty Physicians, Inc
University of Maryland Faculty Physicians, Inc. is made up of more than 1,000 faculty members from the University of Maryland School of Medicine. Our providers conduct cutting-edge research and clinical trials, and offer care in more than 40 medical specialties. With offices located all across Maryland, as well as access to services from one of the nation’s leading academic medical centers, patients can receive the highest-quality care and latest treatment options available, right in their neighborhood.
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