Baylor St. Luke’s Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our team’s efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else in the world. In our commitment to advancing standards in an ever-evolving healthcare environment 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. Our strong alliance with Texas Heart® Institute and Baylor College of Medicine allows us to bring our patients a powerful network of care unlike any other. Our collaboration is focused on increasing access to care through a growing network of leading specialists and revolutionizing healthcare to save lives and improve the health of the communities we serve.

The Patient Experience Coordinator is responsible for: performing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives within the assigned service area(s); participating in the development and implementation of projects related to system-wide patient/guest experience initiatives; collaborating with and instructing staff to implement strategies ensuring optimal patient experience outcomes; collaborating with clinical staff and other stakeholders to identify and assist with the resolution of barriers at the point of care; participating in the development of programs and services that address specific aspects of the patient experience within assigned area of responsibility. Initiate evidence based practices to reinforce Baylor St. Luke’s Medical Center is a great place for staff to work and physicians to practice.

Essential Key Job Responsibilities

1. Develops strategies, in collaboration with the Director-Patient Experience, to maintain and support patient satisfaction
2. Tracks distribution and maintenance of patient experience evidenced based practice toolkits
3. Coordinates the patient experience rounding process including the data collections, rounding schedules/lists, data entry, reports analysis and summary.
4. Provide assessments and coaching, including competency validation and consultation to influence clinical staff and other stakeholders to deliver excellent patient experiences.
5. Provides training on patient experience principles to clinical staff and other stakeholders as assigned
6. Collaborate with Director of Patient Experience providing insight and input to the Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience
7. Support organizational Steering Committees to drive patient experience initiatives and ensure organizational alignment
8. Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to new employee orientation
9. Coordinates hospital-wide monthly employee engagement activities and employee awards
10. Perform other related duties and participate in special projects as assigned

Education and Experience Required:

• Bachelor’s degree in Nursing or relevant clinical area (Healthcare/Business Administration or related).
• 3 years clinical or administrative experience in a healthcare leadership position with a focus on patient experience and/or customer service
• Preferred:  Certification - Certified Patient Experience Professional (CPXP) within 12 months of start date.  

Minimum Knowledge, Skills and Abilities Required:

• Strong problem solving skills and ability to quickly resolve issues and concerns.
• Ability to lead interactive and engaging training and education programs relevant to service excellence.
• Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to a diver
• Proficiency in writing and editing reports and other materials in the training and development.
• Skills in process improvement methodologies, (e.g. six sigma, PDSA/PDCA) process management or change management (Preferred.)
• Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook.
• Understanding of industry best practices.
• Preferred: coaching and training experience

DISCLOSURE:

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.