University of Maryland Medical System
VP, CHIEF EXPERIENCE OFFICER
University of Maryland Medical System, Baltimore, Maryland, United States, 21276
The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team.
Job Description 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. You’ll set standards, drive adoption, and establish accountability across member organizations—all while integrating equity, high reliability principles, analytics, and education into daily practice.
Opportunity Lead, standardize, and elevate patient- and family-centered care across a complex, academically affiliated health system.
General Summary The 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 experience. Consistent with the UMMS Strategic Framework, 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 adoption and ongoing use of all agreed-upon standards to create a “UMMS Way.” This also includes identifying and sharing best practices and 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.
Principal Responsibilities And Tasks
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.
Establishes goals, improvement strategies, tactics and metrics for UMMS Patient Experience Leadership.
Collaborates with staff members, senior leadership, physicians, patients and family members to develop and execute the strategy for patient‑ and family‑centered care throughout UMMS.
Serves as the lead system executive leader to spearhead development efforts in collaboration with member organization leaders, designing the system‑wide patient experience 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.
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.
Coordinates and advances patient experience metrics and analytics, including CMS‑mandated metrics such as HCAHPS and their intersection with quality and safety, and employee engagement metrics.
Plans, executes and sustains practices and activities throughout UMMS, including rounding, training videos and modules, online tracking, support for departmental plans and activities, visibility materials and tracking.
Partners with UMSOM leadership to create an academic approach that strengthens patient-centered practices among medical faculty and residents.
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 modifies 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 described in the annual education module.
Protects patient confidentiality.
Qualifications
Education and Experience:
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. Experience in an academically-affiliated health care facility is preferred.
Knowledge, Skills and Abilities:
General principles of healthcare management and leadership, hands‑on leadership, patient experience expertise, organizational planning, change and improvement, patient and family centered care models, communication, measurement, regulatory knowledge, innovative mindset, energy, facilitation, mentoring, presentation skills, and consensus building.
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 Guide
Contact If you suspect fraud, please contact us at
careers@umms.edu .
#J-18808-Ljbffr
Job Description 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. You’ll set standards, drive adoption, and establish accountability across member organizations—all while integrating equity, high reliability principles, analytics, and education into daily practice.
Opportunity Lead, standardize, and elevate patient- and family-centered care across a complex, academically affiliated health system.
General Summary The 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 experience. Consistent with the UMMS Strategic Framework, 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 adoption and ongoing use of all agreed-upon standards to create a “UMMS Way.” This also includes identifying and sharing best practices and 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.
Principal Responsibilities And Tasks
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.
Establishes goals, improvement strategies, tactics and metrics for UMMS Patient Experience Leadership.
Collaborates with staff members, senior leadership, physicians, patients and family members to develop and execute the strategy for patient‑ and family‑centered care throughout UMMS.
Serves as the lead system executive leader to spearhead development efforts in collaboration with member organization leaders, designing the system‑wide patient experience 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.
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.
Coordinates and advances patient experience metrics and analytics, including CMS‑mandated metrics such as HCAHPS and their intersection with quality and safety, and employee engagement metrics.
Plans, executes and sustains practices and activities throughout UMMS, including rounding, training videos and modules, online tracking, support for departmental plans and activities, visibility materials and tracking.
Partners with UMSOM leadership to create an academic approach that strengthens patient-centered practices among medical faculty and residents.
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 modifies 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 described in the annual education module.
Protects patient confidentiality.
Qualifications
Education and Experience:
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. Experience in an academically-affiliated health care facility is preferred.
Knowledge, Skills and Abilities:
General principles of healthcare management and leadership, hands‑on leadership, patient experience expertise, organizational planning, change and improvement, patient and family centered care models, communication, measurement, regulatory knowledge, innovative mindset, energy, facilitation, mentoring, presentation skills, and consensus building.
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 Guide
Contact If you suspect fraud, please contact us at
careers@umms.edu .
#J-18808-Ljbffr