Director Patient Experience

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, Baylor St. Luke’s is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care, neuroscience, oncology, transplantation, and more. The hospital is home to the Dan L Duncan Comprehensive Cancer Center, a nationally-accredited and NCI-designated comprehensive cancer center. Our new McNair Campus is designed around the human experience—modeled 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. 

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

Every day you will analyze patient feedback, identify improvement areas, and design innovative programs and training to enhance patient and family interactions, collaborating with clinical and administrative teams. Responsibilities include managing patient advocacy, interpreting experience data, and driving system-wide cultural transformation to achieve top-tier patient experience outcomes.

To succeed, you'll need exceptional leadership and change management skills, a deep understanding of patient-centered care and healthcare operations, and excellent communication for inspiring cultural shifts.

• Actively promotes and models service excellence principles at all times.
• Plans and Coordinates service excellence programs; collaborates with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
• Provides guidance regarding service excellence data collection, tracking, distribution and communication.
• Promotes a service ethic to change long standing behaviors of frontline workers and management.
• Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.
• Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language. Researches, reviews, and Implements best practices for service excellence.

Required

• Bachelors Other in related discipline and Minimum of seven (7) years’ experience in the discipline, upon hire and
• Five (5) years leadership experience
• None, upon hire