Description

About Us 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. Benefits 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. Job Summary Develops, implements, and administers parts of the Customer Service Programs. Supervises committees like the Customer Service Steering Committee. May direct the Patient Advocate and Service Recovery Programs. This position may conduct training and facilitate problem resolutions. It maintains information logs, administers surveys, and reports survey and trend information. It also prepares communications, develops process improvement plans, and handles special projects as needed. Essential Functions of the Role * May serve as chair & direct implementation of system programs (ex. Spirit of Excellence). Facilitates and coordinate all Guest Services. * Manages survey process, reports outcome, and process improvement plans for management. * Assist with customer service skills development for hospital leadership. Develop and conduct training for new managers, volunteers, and contact employees. * May implement and monitor hospital programs in conjunction with hospital managers. Facilitate implementation of development plans for hospital departments. * Works with hospital leadership to resolve patient and visitor issues. May direct or administer Patient Advocate or Service Recovery programs. * Prepare and/or present presentations and special projects as required. Belonging Statement We believe that all people should feel welcomed, valued and supported. *QUALIFICATIONS* * EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification * EXPERIENCE - 5 Years of Experience