Job Summary

The Director Service Excellence - DFW Central Region is responsible for planning, directing, and coordinating a variety of service delivery functions for Baylor Scott and White Health (BSWH). Ensures that the service and quality goals of the organization are met by directing and improving client services for assigned area of responsibility, which may include functions like patient experience, volunteer services, volunteer/auxiliary programs, discharge call staffing, guest relations, and concierge services. Develops and implements service and quality initiatives to improve work processes, standards, and productivity. Establishes and manages policies, procedures, and budgets for the assigned service delivery functions. May design and direct volunteer programs to augment the services of regular staff. Ensures service delivery meets the organization?s service and quality standards and is in accordance with BSWH business objectives.

The DFW Central region consists of Baylor University Medical Center (Dallas) & Baylor Scott & White Medical Center - Waxahachie.

Essential Functions

- Directs service excellence programs for assigned area of responsibility for BSWH.
- Recommends and implements strategic and operational plans and priorities for service and quality aligned to BSWH overall business objectives.
- Directs projects to identify service excellence opportunities to further health care improvement for BSWH.
- Leads the identification and implementation of best care practices and service delivery improvements using various methods including coaching, mentoring, and change methodologies.
- Drives change management with facility leadership and various project teams to initiate continuous quality improvement for clinical and non-clinical operations.
- Partners with senior leadership of hospitals and clinic facilities to explore opportunities for service delivery improvement.
- Leads the application of appropriate audit strategies, electronic data extraction, expert observation, surveys, focus groups, and other tools to obtain relevant information to improve care.
- Directs financial analysis and tracking of cost implications for facility service excellence projects and determines clinical and financial return on investment.
- Leads the collection and review of facility information, measures, and data to identify and resolve quality Issues.
- Collaborates with senior leadership, operations, and other stakeholders regarding quality and service delivery issues impacting BSWH facilities.

Key Success Factors

- Bachelor's degree in healthcare management, nursing, business, or related field preferred. 
- 3+ years of experience in service excellence, quality, or related area in a healthcare system.
- Experience in a leadership role preferred. 
- Clinical experience preferred.
- Strong understanding of patient experience surveys & levers to pull for improvement
- Ability to be a change agent and motivator/influencer
- Experience leading quality improvement initiatives.
- Knowledge of qualitative and quantitative data analysis and interpretation. 
- Change management and project management skills.
- Excellent written, verbal, and presentation/public speaking skills.

Minimum Requirements

- Bachelor's or 4 years of work experience above the minimum qualification
- 3 Years of Experience

About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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