JOB SUMMARY: Leads and implements strategies to enhance the quality of care and overall experience of the patient and their families. Cultivates a culture of exceptional service, ensuring high quality patient centered care. Works in collaboration with executive, medical, clinical and operational leaders and teams to monitor patient experience performance and design new programs/strategies that continually improves the overall experience of patients and families. Provides leadership, mentoring and coaching for managers, department heads and Team Members as needed to positively influence the patient experience.

University of Maryland Upper Chesapeake Health (UM UCH) offers the residents of northeastern Maryland an unparalleled combination of clinical expertise, leading-edge technology, and an exceptional patient experience.
A community-based, integrated, non-profit health system, our vision is to become the preferred, integrated health system creating the healthiest community in Maryland. We are dedicated to maintaining and improving the health of the people in our community through an integrated health delivery system that provides high quality care to all. Our commitment to service excellence is evident through a broad range of health care services, technologies and facilities. We work collaboratively with our community and other health organizations to serve as a resource for health promotion and education.

Today, UM UCH is the leading health care system and second largest private employer in Harford County. Our 3,500 team members and over 650 medical staff physicians serve residents of Harford County, eastern Baltimore County, and western Cecil County.

University of Maryland Upper Chesapeake Health owns and operates:
University of Maryland Upper Chesapeake Medical Center (UM UCMC), Bel Air, MD
The Upper Chesapeake Health Foundation, Bel Air, MD
The Patricia D. and M. Scot Kaufman Cancer Center, Bel Air, MD
The Senator Bob Hooper House, Forest Hill, MD

Education & Training: Registered Nurse with current RN licensure in the State of Maryland. BS degree required. Master's degree in nursing, Education, or Human Resources preferred.

Work Orientation & Experience: Knowledge of leadership functions for planning, implementing, coordinating, monitoring and improving health care services. A minimum of five years' experience in patient satisfaction processes, and the formal provision of education. Experience with process improvement principles and processes.

Skills & Abilities: Ability to provide effective interpersonal, written, and verbal communication skills. Ability to maintain positive working relationships with customers. Demonstrates ability and skills in independent decision making, delegation, coaching, planning, management and leadership. Demonstrates effective teaching and evaluation skills. Demonstrates skill problem solving organizing work, setting priorities and meeting deadlines with attention to detail and follow through. Demonstrates computer literacy with word, excel, power point and patient experience survey tools, including HCAHPS.

All your information will be kept confidential according to EEO guidelines.