Director Patient Experience

About the Role

As our Director Patient Experience, you will strategically lead initiatives to cultivate an exceptional and compassionate patient journey across all healthcare touchpoints, shaping a patient-centered culture. Your visionary leadership will enhance satisfaction, drive loyalty, and focus on empathy, communication, and responsiveness.

Responsibilities

• Analyze patient feedback, identify improvement areas, and design innovative programs and training to enhance patient and family interactions.
• Collaborate with clinical and administrative teams to manage patient advocacy and interpret experience data.
• Drive system-wide cultural transformation to achieve top-tier patient experience outcomes.
• Plan and coordinate service excellence programs, collaborating with external experts to implement evidence-based tools and processes.
• Provide guidance on service excellence data collection, tracking, distribution, and communication.
• Promote a service ethic to change long-standing behaviors of frontline workers and management.
• Focus the organization on reforming management and employee behavior, and retooling operational processes to align with patient needs.
• Develop service standards and prescriptive language to hardwire exceptional service practices.
• Research, review, and implement best practices for service excellence.

Qualifications

• Bachelor's degree in a related discipline.
• Minimum of seven (7) years’ experience in the discipline.
• Five (5) years of leadership experience.

Skills

• Exceptional leadership and change management skills.
• Deep understanding of patient-centered care and healthcare operations.
• Excellent communication skills for inspiring cultural shifts.

Pay

$57.37 - $85.33 /hour

Where You'll Work: Baylor St. Luke’s Medical Center is an 1,045-bed facility located in the Texas Medical Center. A joint venture with Baylor College of Medicine, it is an internationally recognized leader in research and clinical excellence, with breakthroughs in cardiovascular care, neuroscience, oncology, transplantation, and more. The hospital is home to the Dan L Duncan Comprehensive Cancer Center and the new McNair Campus, designed around the human experience and focused on leading-edge patient care, research, and education.