Patient Experience Leader — CX & Service Excellence

Baylor Scott & White Health; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

401(k) with matching contributions

Tuition reimbursement

PTO from Day 1

Job summary

Baylor Scott & White Health seeks a Manager of Customer Experience to lead strategies that enhance every stage of the patient journey—from first contact to follow‑up. You will supervise Guest Services and Volunteer Services, partnering with clinical and operational leaders to create seamless, compassionate experiences across the care continuum.

The role requires 5+ years of experience and strong knowledge of patient experience metrics, with a focus on coaching teams to deliver exceptional

Qualifications

• Bachelor's degree or 4 years of work experience above the minimum qualification.
• 5+ years of experience in related field.
• Certified Patient Experience Professional credentials strongly preferred.

Responsibilities

• Develop project work plans and roadmaps with cross‑functional team members to support the execution and implementation of strategic recommendations.
• Manage daily activities to achieve deliverables such as KPIs. Delegate tasks to team members and track progress towards goals.
• Identify and manage dependencies, risks, and roadblocks. Provide direction and guidance with oversight from CX Director as needed.
• Execute examination to solve problems with the team on delivery, design, and strategic issues by quickly gathering and examining information.
• Support CX Director in the engagement of key stakeholders and functions across patient experience journey deliverables as needed.
• Develops and presents patient experience metrics and improvement strategies to leadership.

Skills

Patient experience

Leadership

Analytics

Agile practices

Education

Bachelor's degree

Job description

Baylor Scott & White Health seeks a Manager of Customer Experience to lead strategies that enhance every stage of the patient journey—from first contact to follow‑up. You will supervise Guest Services and Volunteer Services, partnering with clinical and operational leaders to create seamless, compassionate experiences across the care continuum.

The role requires 5+ years of experience and strong knowledge of patient experience metrics, with a focus on coaching teams to deliver exceptional