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Posted: 13-Mar-25
Location: Frisco, Texas
Categories:
Internal Number: 25003728
Facility: Baylor Scott & White Health PGA - Frisco
Department: Nursing Admin Quality Improvement
Status: Full Time
About Us
At Baylor Scott & White Health, we promote well-being for everyone. It's the largest healthcare system in Texas that encourages healthy living.
Our Core Values are:
- We Serve faithfully by doing what's right with a joyful heart.
- We never settle by constantly striving for better.
- We are in it together by supporting one another and those we serve.
- We make an impact by taking initiative and delivering exceptional experience.
Job Summary
As the Patient Experience and Volunteer Services Leader (PEVSL) you will support the visionary healthcare experience across the care continuum to ensure the delivery of an exceptional experience to patients, caregivers, families, and staff. The PEVSL will serve as the leader for experience at the site/facility level, providing direction and counsel to leaders, caregivers, and teams. You will also manage Volunteer Services, providing the site/facility with a single point of leadership and will be accountable for implementation and driving tangible results in delivering an exceptional experience.
What You'll Do
- Communicate 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.
- Execute Voice of the Patient activities (Patient and Family Advisory Councils), to continuously adjust to demand expectations, including standardizing the patient journey with improvement opportunities for the patient experience in all touch points, enabling delivery of best-in-class experience.
- Utilizing 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.
- Provides a clear understanding of experience analytics and clearly articulates the science and direction behind the data.
- Manage experience evaluation through an ongoing process, utilizing insights from analytics, usability audits, and research results, including patient experience metrics.
· Advocate for integration of BSWH Exceptional Experience Model to drive exceptional experience, including branded experiences, service offerings and further opportunity identification.
· Coordination and implementation of defined volunteer programs and activities to include recruiting, orienting and scheduling volunteers.
· Maintain a database of volunteers and time logs of volunteer activities in accordance with regulatory requirements.
· Consults with management, administrators and staff to determine organization needs for various volunteer services.
What Will Make You Successful In The Role
- Experienced knowledge of tools and techniques of quality performance measurement and data testing.
- Experienced knowledge of Texas, Joint Commission and CMS standards.
- Experienced knowledge of trends, developments, and research in providing high-quality safe care.
- Skilled facilitator, coach, consultant, influencer.
- Management and strategic thinking skills.
- Investigative and problem-solving skills.
- Skilled in the use of computers, and related software applications.
- Excellent verbal, social and written communication skills.
- Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, and 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 action and/or mitigation.
- Able to work alone or with varying levels of direction or indirect supervision and guidance.
- Able to appropriately prioritize tasks to meet desired deadlines.
- Licensed clinician such as nurse, physical therapist, occupational therapist, dietitian, respiratory therapist, etc. preferred.
Benefits
Our competitive benefits package empowers you to live well and provides:
- Eligibility on day 1 for all benefits
- Dollar-for-dollar 401(k) match, up to 5%
- Debt-free tuition assistance, offering access
to many no-cost and low-cost degrees, certificates and more - Immediate access to time off benefits
At Baylor Scott & White Health, your well-being is our top priority. Visit BSWHealth.com/Benefits to learn about all of our programs that supports mind, body and spirit
Note: Benefits may vary based on position type and/or level
Belonging Statement
We think everyone should feel welcomed, valued, and supported. Our workforce should mirror the communities we serve.
we serve.
QUALIFICATIONS
- EDUCATION - Bachelor's
- EXPERIENCE - 5 Years of Experience