Service Excellence Consultant - Outpatient Clinics

Patient Experience Specialist

Embrace the Core Commitments at Baylor Scott & White Health by serving faithfully, striving for better, supporting each other, and delivering exceptional experiences.

Serve as the subject matter expert on patient survey processes and metrics, providing insights into trends and coaching clinic teams towards high levels of professionalism and attentiveness.

This individual contributor will take responsibility for educating clinic teams on the survey framework, developing programs to improve patient impressions, creating communications training, and partnering with clinic teams on action plans.

This individual contributor will report directly to the Office of Patient Experience and work closely with clinic leaders at the regional level in pursuit of local patient experience goals.

This position will be based remotely, with requirement to be present onsite at clinic locations throughout the Greater Austin Region. Travel required, with meetings and / or presentations outside of the Greater Austin Region, including multiple sites such as Ft. Worth / Dallas / Waxahachie / Waco / Temple / College Station.

Define customer service standards to exceed patient expectations, grounded in survey data analysis to identify areas of opportunity; collaborate with clinic leaders to understand impact of factors influencing service excellence- work flow, communications, patient perceptions, and leading indicators.

Utilize standard reporting tools to disseminate survey results, including scores and comments, to guide clinic leaders in evaluating their team's effectiveness on delivering patient-centered health care. The individual contributor will become proficient with Press Ganey tools, gain knowledge on communication skills, and coach clinic teams towards achieving goals on service excellence.

Visit clinic sites daily in the Greater Austin Region to observe patient experience processes, communications with patients & peers, and share best practices from throughout the system. Develop strong working relationships with all team members in the clinic environment, cooperating with clerical / clinical support / care provider roles to mutually attain patient experience goals.

Participate in the implementation of any new technologies and / or system-wide initiatives that strengthen employee engagement and patient engagement. Partner with clinic teams to introduce principles of patient experience, train staff on report dashboards, foster trust amongst employees and customers, and support the well-being of everyone.

Explore areas of opportunity to improve services across the continuum of care- patient flows from clinic consults to hospital procedures and back to clinics. Investigate intersections between clinic processes and hospital processes to make enhancements in communications with patients.

Embrace and execute the BSWH Exceptional Experience Plan- excel at patient experience work, listen to patient's perspective, prioritize actions based on data, promote transparency, disrupt with digital technologies, enhance resiliency of all team members.

Complete training program, uphold communication skills, and graduate to become Facilitator for Relationship Centered Communication (RCC). Subsequently, conduct RCC courses for clinic teams in the Greater Austin Region. Expand communications knowledge with incremental coursework in support of specific skills for positive change and better outcomes.

Perform duties to support Patient Experience work as defined by direct supervisor and / or director.

Key Success Factors :

Experience with Press Ganey or other industry standard surveys

Extensive knowledge of tools and techniques of quality performance measurement and data testing

Extensive knowledge of Texas, Joint Commission and CMS standards

Extensive knowledge of trends, developments, and research in providing high-quality safe care

Skilled facilitator, coach, consultant, influencer, management and strategic thinking skills

Skilled in the use of computers, and related software applications

Exceptional verbal, social and written communication skills

Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, regulatory issues

Able to work collaboratively and effectively with a wide range of stakeholders, and across organizational lines and teams

Able to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives

Able to partner with key stakeholders to identify impediments to success and recommend and implement corrective actions and / or mitigation

Able to work alone or with varying levels of direct or indirect supervision and guidance

Able to appropriately prioritize tasks to meet desired deadline

Qualifications :

Education - Bachelor's or 4 years of work experience above the minimum qualification

Experience - 4 Years of Experience