Baylor Scott & White The Heart Hospital - Frisco, Texa

Job Summary

This position will be responsible for all patient experience initiatives for The Heart Hospital Frisco. This position will also have oversight of Guest Services as well as volunteers. This role will be responsible for effectively utilizing patient experience data to drive initiatives that enhance the patient and family experience

The Manager of Quality & Patient Experience leads initiatives that enhance the experience of patients, families, visitors, and staff while advancing organizational quality and service excellence goals. This role develops and implements patient experience strategies aligned with organizational priorities, improves patient satisfaction, and fosters a culture of compassion, accountability, and continuous improvement. Through the analysis of patient feedback, experience metrics, rounding programs, and service recovery trends, the manager identifies opportunities for improvement and collaborates with clinical and operational leaders to drive meaningful change across the care continuum.

The manager also provides direct oversight of Guest Services and Volunteer Services, ensuring these programs operate efficiently and contribute to a welcoming, patient-centered environment. Responsibilities include volunteer engagement and development, service excellence education, recognition programs, and operational oversight of patient and visitor support services. The role serves as a trusted partner to leaders on patient experience initiatives, promotes best practices in hospitality and patient-centered care, and supports projects that enhance patient loyalty, employee engagement, and overall organizational performance.

Essential Functions of the Role

• Plans, directs, prioritizes, communicates, and manages continuous quality improvement at local facilities and/or across BSWH.
• Ensures progress toward the BSWH goal of high reliability. Provides facilitation, mentorship, training, and materials to train and educate leadership, facility staff, and departmental staff. Helps in patient safety, quality care, and regulatory compliance.
• Develops, interprets, and reviews changes. Helps implement policies, processes, and procedures. Supports BSWH patient safety, quality priorities, and compliance with regulations.
• Ensures improvement initiatives link to the organization's strategic and tactical priorities. Emphasizes process efficiency and effectiveness. Enables breakthrough process changes and improvements.
• Monitors key processes and outcomes. Identifies performance gaps and recommends strategies for improvement. Applies data techniques and quality improvement tools to drive improvements. Tracks and examines project performance against plans to ensure return on investment.
• Serves as change agent for various stakeholders charged with clinical operations at BSWH entities.
• Works closely with facility leadership and teams. Uses audit strategies, data extraction, observation, surveys, and focus groups to improve care and service quality.
• Prepares and submits timely reports on work team progress to stakeholders. These reports include progress, potential barriers, lessons learned, and related topics for all strategic improvement priorities.
• Participates in or manages BSWH quality improvement efforts like unit huddles and ZERO Harm Rounds.
• Ensures successful departmental leadership by providing staffing resources and budget compliance. It also includes effective communication and team development with performance evaluation.

Key Success Factors

• Professional knowledge in quality performance measurement, data analysis, and project management tools and templates needed to successfully drive initiatives
• Professional knowledge of Texas, Joint Commission and CMS regulatory standards, and trends, developments and research in providing safe, high-quality care
• Excellent management, strategic thinking, investigative, facilitation, and problem-solving skills
• Excellent verbal, social, and written communication, and exceptional computer/technology skills
• Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, and regulatory issues
• Able to work well with key stakeholders and teams. Identify challenges and recommend corrective actions. Prioritize tasks to achieve BSWH safety and quality goals.
• Able to manage, monitor, help, and develop direct and indirect reports to ensure personal and departmental success
• Hold or be willing to achieve CPHQ, CPPS, or a manager-approved certification within the first two years of hire.
• Licensed clinician such as nurse, physical therapist, occupational therapist, dietitian, respiratory therapist, etc. preferred.
• Certification - Certified Patient Experience Professional (CPXP)

QUALIFICATIONS

• EDUCATION - Masters' or Bachelors plus 2 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience