Manager Quality Improvement

Patient Experience Manager

This position will be responsible for all patient experience initiatives for The Heart Hospital which includes Dallas, Waxahachie, and Ft. Worth. 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.

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our core values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

The Manager Quality Improvement manages people and develops programs and projects. These efforts aim to achieve transformation and sustainable change. This helps the BSWH strategy deliver high-quality, safe care and achieve excellence for patients and members by regulatory statutes, policies, and procedures.

Essential functions of the role include:

• Planning, directing, prioritizing, communicating, and managing continuous quality improvement at local facilities and/or across BSWH.
• Ensuring progress toward the BSWH goal of high reliability. Providing facilitation, mentorship, training, and materials to train and educate leadership, facility staff, and departmental staff. Helping in patient safety, quality care, and regulatory compliance.
• Developing, interpreting, and reviewing changes. Helping implement policies, processes, and procedures. Supporting BSWH patient safety, quality priorities, and compliance with regulations.
• Ensuring improvement initiatives link to the organization's strategic and tactical priorities. Emphasizing process efficiency and effectiveness. Enabling breakthrough process changes and improvements.
• Monitoring key processes and outcomes. Identifying performance gaps and recommending strategies for improvement. Applying data techniques and quality improvement tools to drive improvements. Tracking and examining project performance against plans to ensure return on investment.
• Serving as a change agent for various stakeholders charged with clinical operations at BSWH entities.
• Working closely with facility leadership and teams. Using audit strategies, data extraction, observation, surveys, and focus groups to improve care and service quality.
• Preparing and submitting timely reports on work team progress to stakeholders. These reports include progress, potential barriers, lessons learned, and related topics for all strategic improvement priorities.
• Participating in or managing BSWH quality improvement efforts like unit huddles and ZERO Harm Rounds.
• Ensuring successful departmental leadership by providing staffing resources and budget compliance. It also includes effective communication and team development with performance evaluation.

Key success factors include:

• 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
• Licensed clinician such as nurse, physical therapist, occupational therapist, dietitian, respiratory therapist, etc. preferred.

We believe that all people should feel welcomed, valued, and supported.