About Us

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Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

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Our Core Values are:

\n\nWe serve faithfully by doing what's right with a joyful heart.\nWe never settle by constantly striving for better.\nWe are in it together by supporting one another and those we serve.\nWe make an impact by taking initiative and delivering exceptional experience.\n\n

Benefits

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Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

At Baylor Scott & White Health, your well-being is our top priority.

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Note: Benefits may vary based on position type and/or level

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Job Summary

\n\nSupport the visionary healthcare experience across the care continuum to ensure the delivery of an exceptional experience to patients, caregivers, families, and staff.  \nServe as the subject matter expert for experience at the site/facility level, providing direction and counsel to leaders, caregivers and teams. \nThis individual will be accountable for implementation and driving tangible results in delivering an exceptional experience and clinic workflow standardization.\nThis individual will work closely with senior leaders at the entity and regional level in support of the delivery of an exceptional experience.\nWill travel to BSW outpatient clinics as needed\n\n

 

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Essential Functions of the Role

\n\nCommunicate the exceptional experience vision and strategy; grounded in both analytics-based understanding of needs and business dynamics / brand strategy to optimize experience and loyalty, in collaboration with facility/site leadership.\nUtilizing standard reporting, lead the measurement capture and optimization of key performance indicators to be implemented to gauge experience and loyalty effectiveness.  Spends majority of the time in performance improvement, mentoring and coaching leaders and staff to achieve our ambition.\nRegular visits to practices to ensure standard workflow process are aligned to BSWH best practices.\nExperience partnering with physicians/APPS on process improvement \nPartner with service lines to help develop and execute job specific trainings to positively reinforce workflow improvements\nManage experience evaluation through an ongoing process, utilizing insights from analytics, usability audits, and research results, including patient experience metrics.\nPartner closely with clinical and system leadership to implement new programs, technologies, and strategies to improve care delivery across the care continuum.\nCultivate a positive environment through managing for results and developing staff understanding/role in the BSWH Exceptional Experience Model.\nSupport relationship-centered communication (ART of Communication) through ongoing coaching/advocacy.  \nAdvocate for integration of BSWH Exceptional Experience Model to drive exceptional experience, including branded experiences, service offerings and further opportunity identification.\nBuild linkages between the patient experience and team member engagement.\nTailor strategies to foster a best-in-class exceptional experience \n\n

 

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Key Success Factors

\n\nExperience with Press Ganey or other industry standard surveys\nExtensive knowledge of tools and techniques of quality performance measurement and data testing\nExtensive knowledge of trends, developments, and research in providing high-quality safe care\nSkilled facilitator, coach, consultant, influencer, management and strategic thinking skills\nSkilled in the use of computers, and related software applications\nExceptional verbal, social and written communication skills\nAble to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, regulatory issues\nAble to work collaboratively and effectively with a wide range of stakeholders, and across organizational lines and teams\nAble to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives\nAble to partner with key stakeholders to identify impediments to success and recommend and implement corrective actions and/or mitigation\nAble to work alone or with varying levels of direct or indirect supervision and guidance\nAble to appropriately prioritize tasks to meet desired deadline\n\n

 

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Belonging Statement

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We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - Associate's or 2 years of work experience above the minimum qualificationEXPERIENCE - 2 Years of Experience