Director of Partner Experience & Integration

Baylor Scott & White Health; Dallas (TX); On-site; USD 140,000 - 220,000; Full time

Job summary

Baylor Scott & White Health is seeking a Director of Unified Partner Experience to ensure a consistent, high-quality customer journey across BSWH, joint ventures, and partners. Reporting to the VP of Customer Experience Operations, you will define experience standards and drive partner onboarding.

You will collaborate with Growth, Medical group, IS, and Analytics to align systems, measure experiences, and scale solutions across the ecosystem.

Qualifications

• 7+ years of progressive experience in healthcare operations, customer or patient experience, or integration leadership
• Proven ability to partner with other teams, earning trust and navigating areas of overlapping responsibilities
• Demonstrated experience leading healthcare M&A, joint venture, or partner integration, ideally including post-close integration
• Strong working knowledge of EMR/EHR systems integration (Epic and other systems)
• Familiarity with healthcare interoperability standards (HL7, FHIR) and data exchange

Responsibilities

• Defines and maintains the BSWH experience standard for partners, i.e. the customer-experience expectations, journey touchpoints, and service levels that every joint venture and partner must meet
• Supports the Growth team to evaluate prospective partners, including assessing their operational maturity, systems landscape, and ability to meet BSWH’s customer experience standards
• Works with the Growth and Joint Venture teams to onboard new partners, translating the experience standard into integration and operating plans
• Scales innovative solutions developed for wholly-owned care sites across the broader ecosystem
• Partners with IS to assess the technical capabilities of partners and develops roadmaps to integrate partner EMRs, scheduling systems, core platforms and data
• Collaborates with Analytics to quantify the partner customer journey, e.g. establishing experience metrics and a portfolio-wide scorecard
• Identifies and prioritizes technical and operational enhancements that improve the customer experience within existing partnerships
• Serves as the point of contact for BSWH and partner leadership on customer-experience efforts, managing scope, milestones, dependencies, and risk across concurrent workstreams
• Interacts with business partners seeking to integrate new capabilities into BSWH’s ecosystem to support customer experience integration efforts
• Evaluates customer experiences holistically across wholly owned and partnered care delivery to build consistently excellent experiences

Job description

Baylor Scott & White Health is seeking a Director of Unified Partner Experience to ensure a consistent, high-quality customer journey across BSWH, joint ventures, and partners. Reporting to the VP of Customer Experience Operations, you will define experience standards and drive partner onboarding.

You will collaborate with Growth, Medical group, IS, and Analytics to align systems, measure experiences, and scale solutions across the ecosystem.