Using data provided through Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), the Service Excellence Liaison will support improvements in internal customer services and quality related activities. This position will partner with hospital leadership to develop and ensure the effective and consistent implementation of programs, initiatives, projects and interventions focused on improving patients' perspectives on hospital care. Essential functions of the role include:
Works with staff in a collaborative and supportive manner to troubleshoot and resolve issues
Design and develop implementation plans, accountability resources and training resources to meet the needs of effective deployment of best practice in patient service perspectives and HCAHPS throughout the hospital
Evaluates departments to assist in identification of compliance with strategies of patient centered care and HCAHPS strategies
Continuously evaluates work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stake holder needs
Skillful in providing feedback and direction for identification and promotion of behaviors consistent with improved patient perspective scores
Keeps departmental leadership updated and informed on patient service perspective activities
Performs other position appropriate duties as required in a competent, professional and courteous manner
The ideal candidate for the Service Excellence Liaison role has at least 5 years of experience in leadership, healthcare, customer service or patient experience-related field . The candidate holds a Bachelor's degree in healthcare administration, business administration, or other applicable area. Strong customer service and critical thinking are key skills for the role. The ideal candidate possesses strong interpersonal skills, problem solving, time and project management, as well as excellent oral and written communication skills. The candidate will be able to address difficult, awkward situations with tact and diplomacy, and have a high tolerance for ambiguous work situations. The ability to serve as a team player with proven success applying a team approach to obtain resolution of successfully accomplish a goal is integral to the role. The ideal candidate will have excellent analytical skills, including analysis, planning, organizing, and troubleshooting, and proficiency in Windows-based operating software and systems.
Location/Facility - Hillcrest Baptist Medical Center, Waco
For more information on the facility, please click our Locations link.
Specialty/Department/Practice - Service Excellence, Operations
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
PTO accrual beginning Day 1
*Note: Benefits may vary based upon position type and/or level.
5 years of experience required
Bachelor's degree required
Internal Number: 19005480
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!