Director Patient Experience

Baylor St. Luke's Medical Center; United States; Sur place; USD 140 000 - 220 000; Plein temps

Résumé du poste

Baylor St. Luke's Medical Center in Texas seeks a Director of Patient Experience to strategically lead initiatives that cultivate an exceptional patient journey.

You will analyze feedback, drive system-wide cultural transformation, and collaborate with clinical and administrative teams to enhance satisfaction and loyalty. Your leadership will focus on empathy, communication, and responsiveness, promoting service excellence across acute care settings and coordinating evidence-based tools and

Qualifications

• Bachelor's degree in related discipline required.
• Minimum of seven (7) years' experience in the discipline, upon hire.
• Five (5) years leadership experience required.

Responsabilités

• Analyze patient feedback, identify improvement areas, and design innovative programs to enhance patient and family interactions, collaborating with clinical and administrative teams.
• Manage patient advocacy, interpret experience data, and drive system-wide cultural transformation to achieve top-tier patient experience outcomes.
• Actively promotes and models service excellence principles at all times.
• Plan and coordinate service excellence programs; collaborate with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
• Provide guidance regarding service excellence data collection, tracking, distribution and communication.
• Promote a service ethic to change long-standing behaviors of frontline workers and management.
• Focus the organization on reforming management and employee behavior and retooling operational processes to align with patient needs.
• Hardwire management and employee practices to ensure exceptional service; develop service standards and prescriptive language; research, review, and implement best practices for service excellence.

Connaissances

Leadership

Patient experience

Change management

Communication

Formation

Bachelor's degree in related discipline

Description du poste

Where You'll Work

Baylor St. Luke's Medical Center is an 1,045 bed facility located in the Texas medical center. A joint venture with Baylor College of Medicine, Baylor St. Luke's is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care, neuroscience, oncology, transplantation, and more. The hospital is home to the Dan L Duncan Comprehensive Cancer Center, a nationally-accredited and NCI-designated comprehensive cancer center. 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.

Job Summary and Responsibilities

As our Director Patient Experience, you will strategically lead initiatives to cultivate an exceptional and compassionate patient journey across all our healthcare touchpoints, shaping a patient-centered culture. Your visionary leadership will enhance satisfaction, drive loyalty, and focus on empathy, communication, and responsiveness.Every day you will analyze patient feedback, identify improvement areas, and design innovative programs and training to enhance patient and family interactions, collaborating with clinical and administrative teams. Responsibilities include managing patient advocacy, interpreting experience data, and driving system-wide cultural transformation to achieve top-tier patient experience outcomes.To succeed, you'll need exceptional leadership and change management skills, a deep understanding of patient-centered care and healthcare operations, and excellent communication for inspiring cultural shifts.

Actively promotes and models service excellence principles at all times.

Plans and Coordinates service excellence programs; collaborates with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.

Provides guidance regarding service excellence data collection, tracking, distribution and communication.

Promotes a service ethic to change long standing behaviors of frontline workers and management.

Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.

Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language. Researches, reviews, and Implements best practices for service excellence.

Job Requirements

Required

• Bachelors Other in related discipline and Minimum of seven (7) years' experience in the discipline, upon hire and
• Five (5) years leadership experience
• None, upon hire