MANAGER GUEST RELATIONS AND PATIENT EXPERIENCE

Are you looking for a rewarding career with family-friendly hours and top-notch benefits? We’re looking for qualified candidates like you to join our Texas Health family.

• Work location: Texas Health DallasCore work hours: Monday – Friday; 8:00a-5:00p;

• Texas Health Presbyterian Hospital Dallas has advanced health care in North Texas for over half a century as one of the region’s most established hospitals. As an 875-bed, full-service hospital, we’ve served the Dallas community and surrounding areas since 1966 with a commitment to high-quality, compassionate care.
  We specialize in cancer care, cardiology, neurosciences, women’s services, and emergency medicine. Our hospital is home to a renowned Level III Neonatal Intensive Care Unit (NICU), a Comprehensive Stroke Center, and a Bariatric Surgery Center of Excellence. We also offer a wide range of outpatient services, including surgery, wellness programs, and advanced women’s imaging. In recognition of our commitment to innovation in women’s health, our Women’s Robotic Surgery program was recently accredited as a Center of Excellence in Robotic Surgery by the Surgical Review Corporation (SRC), a leading organization dedicated to advancing patient safety in surgery.
  Texas Health Dallas is a Joint Commission-certified Comprehensive Stroke Center, Level I Trauma Center, and Comprehensive Heart Attack Center. We are proud to be a designated Magnet hospital and a top choice in North Texas for cancer treatment, emergency services, cardiac care, and bariatric surgery.

POSITION SUMMARY

Provides administrative oversight for front facing operations. Provides leadership, oversight, and training for patient and employee experience. Accountable for compliance with regulatory agencies and accrediting bodies.

PATIENT AND FAMILY EXPERIENCE

Responsible for organization wide development, execution and management of strategies, initiatives and programs to continually improve our consumer focused KPI with the goal of enhancing the care experience of our patient and families to promote loyalty to our hospital.
Assists in the design and implementation of a Patient and Employee Experience strategy that supports the organizations Mission, Vision, Values and THR Promise. Oversees initiatives and projects that supports exceptional experiences.
Work closely with hospital leadership and other patient experience stakeholders to ensure employee engagement, clinical excellence and care experience strategies are aligned to support the development of leaders and employees.
Partner with leadership team on the development of entity wide initiatives and action plans.
Ensures tactics and best practices are operationalized including but not limited to Nurse Leader Rounding, Hourly Rounding, Bedside shift report. Coaches leaders and staff on these strategies as necessary.
Provides strategic direction and support to Patient Experience Service Line teams and assists with the identification, development and execution of action plans.
Coordinate and implement activities designed to enhance patient experience that align with system Patient and Family experience of care.
Facilitates the Make a Memory program
Data Analysis/Regulatory
Subject matter expert for Press Ganey, iRounds and CAHPS.
Maintains current education on all changes to CAHPS programs and Value Based Purchasing, educates and communicates changes to necessary stakeholders
Collects, measures, analyzes patient, family and staff data to identify areas of improvement.
Provides data as requested by individual leaders taking a deep dive into their data
As data indicates, collaborate with other SME to create process improvements to improve key outcomes.
Use benchmark data from internal and external sources to identify opportunities for improvement
Conducts training aimed at enhancing all patient and family interactions with staff as needed
Responsible for maintaining up to date patient experience for Orientation and content for Compassion Training.
Responsible for maintaining up to date patient experience and nursing goals and areas of focus to ensure new nurses are engaged during Nursing Orientation.
Trains all new leaders on the understanding the data as it applies to their area/department and the engaging new leaders in our patient experience strategy
Consults and coaches, leaders, based on their results, develop action plans as needed
Routinely meet with key leaders to discuss action plans progress, roadblocks, or barrier
Coaches leaders on best practices implementation, validation and skill lab deployment
Consults with the hospitalist team to share best practices and ensure alignment with hospital initiatives. Provides shadowing and coaching as needed to improve the overall perception of the physician interactions.

EDUCATION

H.S. Diploma or Equivalent Required
And
Bachelor’s Degree Business or Hospitality Preferred

EXPERIENCE

5 Years Patient/guest services or hospitality management Required
and
Previous experience with complaint resolution and service recovery Preferred
and
Experience in a healthcare setting Preferred
Leadership Experience Preferred

SKILLS

Demonstrated verbal and written ability to communicate effectively and professionally with a variety of distinct constituents, including patients, guests, staff members, physicians, and volunteers. Ability to establish and maintain effective working relationships across and beyond the organization. Exceptional customer service and problem solving skills. Demonstrated ability to respond to the needs and emotions of people under stress. Proficient computer and Microsoft Office skills.

Please refer the Job description for details