Patient Experience Manager | CX Strategy & Service Excellence

Baylor Scott & White Health; Frisco (TX); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health benefits

401(k) match up to 5%

Tuition Reimbursement

PTO accrual Day 1

Job summary

Baylor Scott & White Health is seeking a Manager of Customer Experience to lead the development, implementation, and evaluation of strategies that enhance every stage of the patient journey—from first contact to care delivery and follow-up. You will oversee Guest Services and Volunteer Services, ensuring service excellence and patient-centered experiences across the care continuum.

The role partners with clinical and operational leaders, analyzes patient feedback and metrics, and drives

Qualifications

• Bachelor's degree or 4+ years of work experience above minimum qualification.
• 5 years of experience in patient experience or related healthcare leadership role.

Responsibilities

• Develop project work plans and roadmaps with cross-functional teams.
• Manage daily activities to achieve KPIs and deliverables.
• Coordinate with CX Director and key stakeholders across patient journey initiatives.
• Oversee Guest Services and Volunteer Services to ensure exceptional patient experiences.

Skills

Patient experience analytics

Cross-functional collaboration

Project management

Agile practices

Education

Bachelor's degree or 4+ years of work experience above minimum qualification

Tools

Healthcare analytics tools

Job description

Baylor Scott & White Health is seeking a Manager of Customer Experience to lead the development, implementation, and evaluation of strategies that enhance every stage of the patient journey—from first contact to care delivery and follow-up. You will oversee Guest Services and Volunteer Services, ensuring service excellence and patient-centered experiences across the care continuum.

The role partners with clinical and operational leaders, analyzes patient feedback and metrics, and drives