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Director Patient Experience

Company: Baylor St. Luke's Medical Center
Location: Houston
Posted on: November 26, 2022

Job Description:

OverviewBaylor St. Lukes Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our teams efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else in the world. In our commitment to advancing standards in an ever-evolving healthcare environment our new McNair Campus is designed around the human experiencemodeled 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. Our strong alliance with Texas Heart Institute and Baylor College of Medicine allows us to bring our patients a powerful network of care unlike any other. Our collaboration is focused on increasing access to care through a growing network of leading specialists and revolutionizing healthcare to save lives and improve the health of the communities we serve.ResponsibilitiesPOSITION SUMMARYPlans, Implements and Coordinates service excellence programs and practices in support of the commitmentto deliver Faithful Loving Care (FLC) to patients, their families and friends, and employees. Oversees PatientServices, Guest Relations and other departments to be determined, as well as 1st Impressions and ServiceExcellence programs at. This leader will foster the recognition of opportunities for improved customer servicesand work in conjunction with department leaders and physicians to Implements plans for improving thoseservices. Coordinate and implement evidence-based service excellence tools and processes which create aunique and exceptional experience for patients and family members in hospital that will be a differentiator inthe industry and drive future growth. Partners with leaders to develop operational processes to build a patientcentric approach to all systems and procedures that impact patient care. Actively promotes and modelsservice excellence principles at all times, forging a consistent service ethic throughout the hospital.ESSENTIAL KEY JOB RESPONSIBILITIESManage Patient Svc. Dept. which Serves as liaison between patients, their families, the hospital staff, and physicians in thetimely resolution of patient concerns. -2. Manage the dev/implementation of Guest Services Dept., ensuring customers and families receive the highest quality ofservice in a caring and compassionate atmosphere which recognizes s' needs and rights; collaborates with identified depts.to develop/implement specialized programs to assist patients and their families the process of scheduling, admitting,discharge and follow-up.3. Develops annual operation budget, Performs all HR and mgmt. Functions as required. -4. Sets strategic direction for the managed areas, including planning and managing processes and services to meet currentand future needs. -5. Maintains knowledge base of trends, policies, Regulatory Standards, and legal issues relating to patient services; partnerwith Risk Mgmt., hospital admin, physicians, state health dept., and Regulatory Agencies in reviewing, resolving andcommunicating patient and family issues grievances/ complaints in a timely manner. Makes recommendations for inquiriesregarding waivers or adjustments to bills.QualificationsMINIMUM QUALIFICATIONSRequired Education and Experience Education: Bachelors DegreeExperience: 7 years equivalent experience#LI-CHI

Keywords: Baylor St. Luke's Medical Center, Houston , Director Patient Experience, Executive , Houston, Texas

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