ABOUT US

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what’s right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

JOB SUMMARY

• Support the visionary healthcare experience across the care continuum to ensure the delivery of an exceptional experience to patients, caregivers, families, and staff.
• Serve as the subject matter expert for experience at the site/facility level, providing direction and counsel to leaders, caregivers and teams.
• This individual will be accountable for implementation and driving tangible results in delivering an exceptional experience and clinic workflow standardization.
• This individual will work closely with senior leaders at the entity and regional level in support of the delivery of an exceptional experience.
• Will travel to BSW outpatient clinics as needed

QUALIFICATIONS

• EDUCATION - Associate’s or 2 years of work experience above the minimum qualification
• EXPERIENCE - 2 Years of Experience

• Communicate the exceptional experience vision and strategy; grounded in both analytics-based understanding of needs and business dynamics / brand strategy to optimize experience and loyalty, in collaboration with facility/site leadership.
• Utilizing standard reporting, lead the measurement capture and optimization of key performance indicators to be implemented to gauge experience and loyalty effectiveness. Spends majority of the time in performance improvement, mentoring and coaching leaders and staff to achieve our ambition.
• Regular visits to practices to ensure standard workflow process are aligned to BSWH best practices.
• Experience partnering with physicians/APPS on process improvement
• Partner with service lines to help develop and execute job specific trainings to positively reinforce workflow improvements
• Manage experience evaluation through an ongoing process, utilizing insights from analytics, usability audits, and research results, including patient experience metrics.
• Partner closely with clinical and system leadership to implement new programs, technologies, and strategies to improve care delivery across the care continuum.
• Cultivate a positive environment through managing for results and developing staff understanding/role in the BSWH Exceptional Experience Model.
• Support relationship-centered communication (ART of Communication) through ongoing coaching/advocacy.
• Advocate for integration of BSWH Exceptional Experience Model to drive exceptional experience, including branded experiences, service offerings and further opportunity identification.
• Build linkages between the patient experience and team member engagement.
• Tailor strategies to foster a best-in-class exceptional experience