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Director Patient Experience
3 months ago
**Overview**
Baylor St. Luke’s Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our team’s efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else in the world. In our commitment to advancing standards in an ever-evolving healthcare environment our new McNair Campus is designed around the human experience—modeled on evidence-based practices for the safety of patients visitors staff and physicians. The 27.5-acre campus represents the future of healthcare through a transformative alliance focused on leading-edge patient care research and education. Our strong alliance with Texas Heart® Institute and Baylor College of Medicine allows us to bring our patients a powerful network of care unlike any other. Our collaboration is focused on increasing access to care through a growing network of leading specialists and revolutionizing healthcare to save lives and improve the health of the communities we serve.
The Director of Patient Experience coordinates planning and execution of System‐wide service excellence and patient relation programs. Develops and Oversees a data driven program collecting, tracking, and analyzing service excellence trends for optimizing service outcomes. Creates a strategic vision for senior leadership that will ultimately cascade down to departments. Communicates System progress on service and patient relation initiatives to all relevant team members including entity executives, patient relations employees, and clinical employees. Coaches System employees to maximize the use of customer service tools and programs for enhanced patient experience.
**Responsibilities**
1. Actively promotes and models service excellence principles at all times.
2. Plans and Coordinates service excellence programs; collaborates with external experts to implement evidence‐based service excellence tools and processes throughout acute care hospitals.
3. Provides guidance regarding service excellence data collection, tracking, distribution and communication.
4. Promotes a service ethic to change longstanding behaviors of frontline workers and management.
5. Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.
6. Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language.
7. Researches, reviews, and Implements best practices for service excellence.
8. Challenges the organization to set stretch goals and to exceed their own expectations.
9. Oversees management and training of multidisciplinary teams to use service excellence tools and principles in daily activities.
**Qualifications**
Required Education and Experience:
- Bachelor’s Degree in related discipline
- Minimun of seven (7) years experience in the discipline
- Five (5) years leadership experience
Required Knowledge, Skills, Abilities and Training:
- Written and oral communication skills at a level where deals effectively with people at all levels, and can influence others to gain acceptance for important System and clinical programs and processes.
LI-CHI
**Pay Range**
$44.73 - $64.85 /hour
