Summary

This position is embedded in the Baylor Medicine Patient Experience team and supports the entire practice by serving as patient advocate and providing service recovery to existing patients. This position has daily contact with patients who are facing challenges with access, throughput, billing, and clinical care, working with each on a personal level to understand and resolve issues to drive patient satisfaction and loyalty. The Senior Associate also works with department and institutional leadership to identifies gaps in service or care and effect long-term improvements and effect top customer experience scores. Additional areas supported include the PRC, PBS, BaylorMedCare Credentials Committee, Risk Management, Legal, Compliance, and our affiliates.

This position is located at Baylor's McNair Campus on Cambridge.  Hybrid work model could be available based on the work load.

Job Duties

• Applies superior analysis and problem solving skills to identify, record, analyze and resolve individual patient complaints or other gaps in care or service. 
• Has contact with several patients each day through phone, email, or in-person. Maintains all information and conversations in a confidential, respectful, and highly-discreet manner.
• Advises physicians, providers, and clinical leadership to resolve complaints and develop corrective action plans and effect long-term improvements. Demonstrates professionalism and excellent communication skills in all interactions.
• Maintains a database (RL6) to document concerns, analyze trends, and generate reports to leadership, stakeholders, and governance committees.
• Effectively prioritizes work and triages needs to ensure maximum customer satisfaction and outcomes. Develops and maintains a staff coverage schedule and reporting cadence.
• Collaborates with PX colleagues on curriculum development, training, surveying, data analysis, service recognition, and program development.
• Provides or delegates service recovery support for patient incidents involving affiliate facilities.
• Reports to the Senior Manager, Patient Experience with strong accountability to the Executive Director, VP/COO and CMO.
• Assists with the planning and implementation of related strategic initiatives or programs.
• Maintains relationships with stakeholder offices and vendors.
• Facilitates upgrades to database.

Minimum Qualifications

• Bachelor’s degree.
• Four years of relevant experience. 

Preferred Qualifications

• Four or more years of progressive responsibility, accountability, and accomplishment in clinical operations support, customer service, and/or personnel management.
• Demonstrated ability to maintain composure and executive functioning with challenging customers or escalated situations.