Manager Guest Relations and Patient Experience

Business Operations
Responsible for regular refreshes to hospital wayfinding and signage ensuring:
Signage is accurate and up to date.
Meets established
Reflect appropriate messaging to the public
Oversight for facility engineering aspects of all public facing areas; lobbies, waiting rooms, corridors, information desks etc.
Oversight for and coordination of daily round activities for environmental services, engineering, security and quality departments.
Responsible for the digital services and experience for public interaction in public spaces.
Develop and implement process and protocols to ensure oversight and accountability of all services.
Manage physician sleep rooms l units serving all services (MD on call, Internal Medicine, Anesthesiology, Neurology and Trauma Medicine)
Manage technology upgrades for patient rooms coordinating and leading operations, installation and integration of services of multiple departments
Maintain and ensure the upkeep of the hospital’s “Legacy” Museum.
Directs and monitors all private and public events held in public areas of the hospital
Serve as the entity liaison for Language Access Services
Collaborates with the Central Staffing Office to ensure needs are met
Manage equipment and repairs
Coordinate interpreter services and process payments
Performs other work as requested that is reasonably related to the employee’s position, qualifications, and competencies.
Supports Project Search program

Patient and Guest Relations
Assist with response efforts related to high-profile, pandemic or internal/external disaster events as directed.
Manage staffing in the lower level surgery waiting area.
Serves as an ambassador, educator and coordinator for the patient experience at THD.
Regularly monitors interactions, services coordination and works with leaders to ensure a united front of services is provided.
Implement good safety practices maintaining proper emergency and security procedures.
Ensures that the standards and policies of service excellence and service recovery to patients and guests are maintained.
Works with leaders in the organization to resolve service-related issues that may arise.
Assist THD’s patient advocate with providing support to patients, families, and guests.
Maintain patient lockers and lobby areas.

Patient and Family Experience
Responsible for organization wide development, execution and management of strategies, initiatives and programs to continually improve our consumer focused KPI with the goal of enhancing the care experience of our patient and families to promote loyalty to our hospital.
Assists in the design and implementation of a Patient and Employee Experience strategy that supports the organizations Mission, Vision, Values and THR Promise. Oversees initiatives and projects that supports exceptional experiences.
Work closely with hospital leadership and other patient experience stakeholders to ensure employee engagement, clinical excellence and care experience strategies are aligned to support the development of leaders and employees.
Partner with leadership team on the development of entity wide initiatives and action plans.
Ensures tactics and best practices are operationalized including but not limited to Nurse Leader Rounding, Hourly Rounding, Bedside shift report. Coaches leaders and staff on these strategies as necessary.
Provides strategic direction and support to Patient Experience Service Line teams and assists with the identification, development and execution of action plans.
Coordinate and implement activities designed to enhance patient experience that align with system Patient and Family experience of care.
Facilitates the Make a Memory program
Data Analysis/Regulatory
Subject matter expert for Press Ganey, iRounds and CAHPS.
Maintains current education on all changes to CAHPS programs and Value Based Purchasing, educates and communicates changes to necessary stakeholders
Collects, measures, analyzes patient, family and staff data to identify areas of improvement.
Provides data as requested by individual leaders taking a deep dive into their data
As data indicates, collaborate with other SME to create process improvements to improve key outcomes.
Use benchmark data from internal and external sources to identify opportunities for improvement
Conducts training aimed at enhancing all patient and family interactions with staff as needed
Responsible for maintaining up to date patient experience for Orientation and content for Compassion Training.
Responsible for maintaining up to date patient experience and nursing goals and areas of focus to ensure new nurses are engaged during Nursing Orientation.
Trains all new leaders on the understanding the data as it applies to their area/department and the engaging new leaders in our patient experience strategy
Consults and coaches, leaders, based on their results, develop action plans as needed
Routinely meet with key leaders to discuss action plans progress, roadblocks, or barrier
Coaches leaders on best practices implementation, validation and skill lab deployment
Consults with the hospitalist team to share best practices and ensure alignment with hospital initiatives. Provides shadowing and coaching as needed to improve the overall perception of the physician interactions.

Quality and Performance Improvement
Create a culture of continuous improvement and accountability.
Maintain compliance with regulatory standards.
Ensure the integration of quality and performance improvement into operations.
Monitor and ensure compliance with policies and procedures as well as safety, environmental and infection control guidelines.
Establish and maintain applicable preventive maintenance program to protect the physical assets of the hotel.
Ensures the quality and effectiveness of all services provided to the public
Monitors performance metrics related to hospitality/concierge services and outcomes; develop a plan to close gaps and sustain gains as necessary.
Identify key performance indicators that need to be monitored and evaluated.

Fiscal Management
Operationally responsible for the financial performance including operating and capital budgeting for assigned area of responsibility.
Promote activities to reduce costs, enhance revenues and achieve operational efficiency.
Manage the approved budget through frequent and regular monitoring. Implement written action plans to address variances adjusting strategies as needed to meet budgetary expectations.
Develops accurate and aggressive long and short-range financial objectives consistent with the hospital strategic plan.
Negotiate and manage contracts for vendors located in the hospital’s public spaces (valet, parking, on-site credit union, shoe-shine service, etc.?Ǫ).
Negotiate contracts and hours of operations
Appropriate documentation is in place.
Ensure compliance with regulatory and hospital policies and procedures.
Considers operational outcomes and financial implications when making recommendations to implement new services or modify current programs.
Manages staffing levels consistent with volumes.

Human Resource Management
Recruits and retains a quality work force.
Provides a work environment which attracts and retains staff.
Accountable for orientation, continuing education and competency verification for all staff.
Ensure Human Resource metrics (i.e. retention, vacancy rates etc) meet established targets.
Promote and foster a diverse, highly engaged and collaborative work environment within areas of responsibility. Utilize workforce metrics such as vacancy, retention and engagement to monitor, identify and respond to workforce trends.
Consistently practice strategic human resources management. Motivate others to achieve excellence in patient care, quality, safety, service and stewardship.
Conducts regular meetings, informs team of changes in policy or procedure and provides information regarding overall strategic mission, vision and direction of hospital.
Mentor, coach and support direct reports, front line team and hospital leadership with building teamwork, staff development, and education, to achieve optimal performance and develop managerial and clinical talent.
Provides quarterly feedback on job performance.
Ensures employee engagement survey participation rates and results meet established goals.
Mandatory requirements are complete and required licensures, certification and/or registry are current and in good standing.
Maintain compliance with hospital and system policies.
Monitor and manage performance using the disciplinary process as appropriate.

Education
H.S. Diploma or Equivalent Required
And
Bachelor’s Degree Business or Hospitality Preferred

Experience
5 Years Patient/guest services or hospitality management Required
and
Previous experience with complaint resolution and service recovery Preferred
and
Experience in a healthcare setting Preferred
Leadership Experience Preferred 

Skills
Demonstrated verbal and written ability to communicate effectively and professionally with a variety of distinct constituents, including patients, guests, staff members, physicians, and volunteers. Ability to establish and maintain effective working relationships across and beyond the organization. Exceptional customer service and problem solving skills. Demonstrated ability to respond to the needs and emotions of people under stress. Proficient computer and Microsoft Office skills.

Why Texas Health? 

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

As part of the Texas Health family and its 28,000+ employees, we’re one of the largest employers in the Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding. Come be a part of our exceptional team as we improve the health of the people in our communities every day. You belong here.

Learn more about our culture, benefits, and recent awards. 

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