Director, Patient Experience & Service Excellence

Baylor St. Luke's Medical Center; United States; Vor Ort; USD 140.000 - 220.000; Vollzeit

Zusammenfassung

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

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Leadership

Patient experience

Change management

Communication

Ausbildung

Bachelor's degree in related discipline

Jobbeschreibung

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