Johns Hopkins University Quality & Innovation Coach in Baltimore, Maryland

Range: PE

Level: 4

Salary: 67114-92219

Status: Full Time

School: School of Medicine

Location: School of Medicine Campus

Location City: 200 N. Wolfe Street

Location State: MD

General Description

We are currently seeking a motivated, energetic, and experienced senior level management staff person to facilitate the operational management of quality, safety, service, value, and operational efforts across the Johns Hopkins Children’s Center. Responsibilities include supporting functional unit and departmental Quality Improvement Committees in: helping to establish, measure, execute on and report on QI priorities and activities, as well as providing quality improvement technical assistance. The Senior Program Manager will work on a broad and diverse portfolio of initiatives (clinical and non-clinical) and requires the ability to flexibly adapt their style based upon the needs of the audience. The Senior Program Manager will be expected to lead or lend project support to multiple teams at one time. This position requires specialized expertise in the body of knowledge, methods, and skills related to process improvement. The Senior Program Manager must be detail, action, solution, and results oriented. The Senior Program Manager must demonstrate creativity, foresight, and mature judgment in managing components of improvement projects, and be capable of serving as a trainer and mentor to, and assisting, less experienced team members.

The expectation is that time spent on projects will be:

  • 60% Tactical (performing and owning technical aspects of a project)

  • 10% Strategic (planning and guidance)

  • 30% Transferring knowledge (teaching, coaching, and mentoring)


  • Applies advanced analytical and project management skills to manage the administrative and scientific implementation of assigned projects related to improving quality, safety, service, value, and operational efficiency of the Johns Hopkins Children’s Center.

  • Collaborate with Children’s Center leadership overseeing quality, safety, and service while supporting analysts to develop performance reports, organize improvement teams, facilitate understanding of performance issues via data collection, and communications with clinical and administrative teams across the Children’s Center.

  • Developing processes and tools for monthly data collection

  • High-level decision making and authority, to include both independent decisions on day-to-day problems, and in collaboration with Children’s Center leadership overseeing quality, safety, and service on major issues.

  • Frequently will carry out problem solving.

Technical - Improvement

  • Exhibits creativity and advanced technical skill to promote organizational transformation by advising on the planning and execution of improvement efforts throughout the organization.

  • Applies improvement framework for managing improvement projects.

  • Acts as a consultant on improvement science and data driven decision making.

  • Demonstrates an understanding of different types of organizational problems and the ability to apply appropriate tools independently.

  • Assists clinicians, clinical leaders, and administrators to manage and understand improvement measures, performance dashboards and score cards, and to use data analysis to drive fact-based decision making.

Technical - Change Management

  • Independently able to work in a variety of clinical/business settings to orchestrate effective individual and organizational effectiveness, including: Assessing human systems to gather information about factors such as satisfaction, conflict, confusion, and interest.

  • Strategizing with team members to determine activities or interventions to create change in a human system.

  • Effectively engaging employees in an open dialogue and other activities to address resistance and build commitment to change.

  • Developing communication strategies to support change.

Technical - Team Facilitation

  • Effectively builds and facilitates improvement teams with clearly defined roles and responsibilities.

  • Builds effective sponsorship and process ownership (accountability).

  • Manages dysfunctional team behaviors when observed.

Building Organizational Capability

  • Plans, coordinates, and provides formal and just in time training on improvement framework and tools.

  • Demonstrates understanding of adult learning principles.

  • Provides coaching and consultation on the use of a standardized approach to improve work.

Supervision of Others

  • Indirectly supervises analysts

Equipment, Machine, and Tool Requirements

This position involves primarily personal computer usage and standard office equipment (PC, projector, photocopier). Successful applicants must have a good understanding of Microsoft Office Suite and Windows, and an aptitude for learning software programs involved in budgeting, graphing, and project planning.


  • A Bachelor's Degree in related discipline.

  • Demonstrated five or more years of experience with quality improvement/patient safety/operational project design or management in health services, public policy, and/or health organization design or change. Additional education will be considered in lieu of experience in accordance with the JHU policy.

  • Excellent communication and interpersonal skills required.

  • Demonstrated self-management (i.e. motivation, time-management, adaptability) required.

  • Must have excellent problem-solving and decision making skills.

  • At least three years of experience must involve the application of scientific quality improvement methods in the workplace, specifically: leading or actively participating in quality improvement projects/activities using quality tools to analyze problems (e.g. fish-bone diagrams, cause and effect analysis, flow-charting, pareto analyses), and applying six sigma, lean, Toyota production System, or PDSA/PDCA for the overall project; applying quality measurement methods in projects such as sampling, frequency/distributional analysis, reliability analysis, and statistical process control. Executing small tests of change, building small tests of change into implementation, spreading changes across the larger organization, and sustaining change over-time; working with front-line staff (people who touch the work process) to analyze problems, test changes, efficiently measure results, and implement changes. Teaching quality improvement methods to participants in teams. Facilitating or staffing groups to execute projects using quality improvement methods; working with senior organizational leaders to commission quality improvement projects, report on results, solve problems, implement organization-wide, and sustain changes.

Special Knowledge, Skills, Abilities/Competencies:

  • Strong practical knowledge of quality improvement methods and their application at the functional level in a hospital setting, working knowledge of multiple clinical areas.

  • Capable of providing in-service education to health care providers on quality issues based on data outcomes or industry standards.

  • Advanced knowledge of information, data, and project management.

  • Proficient to advanced knowledge of unit operations, performance improvement, evidence-based practice patient safety/risk management, and outcomes management.

  • Ability to problem-solve creatively and analyze processes and systems.

  • Must possess advanced leadership, facilitation, teaching, presentation, written and verbal communication skills necessary to collaborate with senior clinical and administrative leaders to define and execute QI initiatives through multidisciplinary teams.

  • Strong analytic ability required to gather and interpret complex data, apply predetermined criteria, identify problems, facilitate and/or resolve problems, and report results effectively using evidence-based practice framework and presentations with user-friendly format for a variety of evidence-based practice framework and presentations with user-friendly format for a variety of audiences.

  • Excellent interpersonal skills and comfortable working closely with and supervising others.

  • Ability to work independently and prioritize multiple tasks.

  • Understands the sensitivity and politics that are involved in intensive teamwork.

  • Ability to adapt well to team functions.

  • Applicants must be self-directed and motivated.

  • Excellent organizational skills required.

  • Knowledge of, and ability to convey complex ideas to a wide range of individuals.

  • Ability to work with people from diverse socioeconomic and ethnic backgrounds.

  • Commitment to culturally competent practices.

  • Proficiency using Microsoft Word, Excel, PowerPoint, and Visio.

  • Familiarity with Microsoft Access.

  • Familiarity with Statistical Process Control.

  • Knowledge of organizational dynamics, change theory, reliability and safety science, improvement methods and tools, measurement, and statistical process control.

  • Change agent demeanor.

  • Must be a flexible thinker, with an ability to quickly adapt to a changing environment.

Physical requirements for the job:

Ability to stand, walk, or sit for an extended period of time. Reaching by extending hand(s) or arm(s) in any direction. Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard. Communication skills using the spoken word. Ability to see within normal parameters. Ability to hear within normal range.

Preferred Qualifications

  • Master's or Doctorate Degree in Nursing, Medicine, Social Sciences, Public Health, Public Policy or related field is preferred.

  • Substantial record of participating in educational programs involving quality improvement tools/methods, leadership, teaching, problem solving, and project management is strongly preferred.

  • Strong data analytic skills required.

  • Certificate in quality management or patient safety strongly preferred (CPHQ, CQM, ASQ certification, Six Sigma, Lean Certification).

Equal Opportunity Employer:

Johns Hopkins University is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. The university promotes affirmative action for minorities, women, disabled persons, and veterans.