Description

*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. *Benefits* Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: * Eligibility on day 1 for all benefits * Dollar-for-dollar 401(k) match, up to 5% * Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more * Immediate access to time off benefits At Baylor Scott & White Health, your well-being is our top priority. Note: Benefits may vary based on position type and/or level *Job Summary* * Embrace the Core Commitments at Baylor Scott & White Health by Serving faithfully, Striving for better, Supporting each other, and Delivering exceptional experiences. * Serve as the subject matter expert on patient survey processes and metrics, providing insights into trends and coaching clinic teams towards high levels of professionalism and attentiveness. * This individual contributor will take responsibility for educating clinic teams on the survey framework, developing programs to improve patient impressions, creating communications training, and partnering with clinic teams on action plans. * This individual contributor will report directly to the Office of Patient Experience and work closely with clinic leaders at the regional level in pursuit of local patient experience goals. * This position will be based remotely, with requirement to be present onsite at clinic locations throughout the Greater Austin Region. Travel required, with meetings and/or presentations outside of the Greater Austin Region, including multiple sites such as Ft. Worth/Dallas/Waxahachie/Waco/Temple/College Station. *Essential Functions* * Define customer service standards to exceed patient expectations, grounded in survey data analysis to identify areas of opportunity; collaborate with clinic leaders to understand impact of factors influencing service excellence- work flow, communications, patient perceptions, and leading indicators. * Utilize standard reporting tools to disseminate survey results, including scores and comments, to guide clinic leaders in evaluating their team's effectiveness on delivering patient-centered health care. The individual contributor will become proficient with Press Ganey tools, gain knowledge on communication skills, and coach clinic teams towards achieving goals on service excellence. * Visit clinic sites daily in the Greater Austin Region to observe patient experience processes, communications with patients & peers, and share best practices from throughout the system. Develop strong working relationships with all team members in the clinic environment, cooperating with clerical/clinical support/care provider roles to mutually attain patient experience goals. * Participate in the implementation of any new technologies and/or system-wide initiatives that strengthen employee engagement and patient engagement. Partner with clinic teams to introduce principles of patient experience, train staff on report dashboards, foster trust amongst employees and customers, and support the well-being of everyone. * Explore areas of opportunity to improve services across the continuum of care- patient flows from clinic consults to hospital procedures and back to clinics. Investigate intersections between clinic processes and hospital processes to make enhancements in communications with patients. * Embrace and execute the BSWH Exceptional Experience Plan- excel at patient experience work, listen to patient's perspective, prioritize actions based on data, promote transparency, disrupt with digital technologies, enhance resiliency of all team members. * Complete training program, uphold communication skills, and graduate to become Facilitator for Relationship Centered Communication (RCC). Subsequently, conduct RCC courses for clinic teams in the Greater Austin Region. Expand communications knowledge with incremental coursework in support of specific skills for positive change and better outcomes. * Perform duties to support Patient Experience work as defined by direct supervisor and/or director. *Key Success Factors* * Experience with Press Ganey or other industry standard surveys * Extensive knowledge of tools and techniques of quality performance measurement and data testing * Extensive knowledge of Texas, Joint Commission and CMS standards * Extensive knowledge of trends, developments, and research in providing high-quality safe care * Skilled facilitator, coach, consultant, influencer, management and strategic thinking skills * Skilled in the use of computers, and related software applications * Exceptional verbal, social and written communication skills * Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, regulatory issues * Able to work collaboratively and effectively with a wide range of stakeholders, and across organizational lines and teams * Able to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives * Able to partner with key stakeholders to identify impediments to success and recommend and implement corrective actions and/or mitigation * Able to work alone or with varying levels of direct or indirect supervision and guidance * Able to appropriately prioritize tasks to meet desired deadline *Belonging Statement* We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve. *QUALIFICATIONS* * EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification * EXPERIENCE - 4 Years of Experience