JOB SUMMARY

The Quality Improvement Consultant II will support the visionary healthcare experience across the care continuum to ensure the delivery of an exceptional experience to patients, caregivers, families, and staff. This person will serve as the subject matter expert for experience at the site/facility level, providing direction and counsel to leaders, caregivers and teams. This individual will provide the site/facility will be accountable for implementation and driving tangible results in delivering an exceptional experience and clinic workflow standardization.

ESSENTIAL FUNCTIONS OF THE ROLE

• Communicate the exceptional experience vision and strategy; grounded in both analytics-based understanding of needs and business dynamics / brand strategy to optimize experience and loyalty, in collaboration with facility/site leadership.
• Utilizing standard reporting, lead the measurement capture and optimization of key performance indicators to be implemented to gauge experience and loyalty effectiveness.  Spends majority of the time in performance improvement, mentoring and coaching leaders and staff to achieve our ambition.
• Regular visits to practices to ensure standard workflow process are aligned to BSWH best practices.
• Experience partnering with physicians/APPS on process improvement
• Collaborates with OPX toward adopting new technology and other new initiatives to move toward real-time data collection/analysis.
• Partner with service lines to help develop and execute job specific trainings to positively reinforce workflow improvements
• Manage experience evaluation through an ongoing process, utilizing insights from analytics, usability audits, and research results, including patient experience metrics.
• Partner closely with clinical and system leadership to implement new programs, technologies, and strategies to improve care delivery across the care continuum.
• Cultivate a positive environment through managing for results and developing staff understanding/role in the BSWH Exceptional Experience Model.
• Support relationship-centered communication (ART of Communication) through ongoing coaching/advocacy.  Become Academy of Communication in Healthcare certified facilitators.
• Advocate for integration of BSWH Exceptional Experience Model to drive exceptional experience, including branded experiences, service offerings and further opportunity identification.
• Build linkages between the patient experience and team member engagement.
• Tailor strategies to foster a best-in-class exceptional experience for specialty medical practices in a defined region/ location.

KEY SUCCESS FACTORS

• Experienced knowledge of tools and techniques of quality performance measurement and data testing
• Experienced knowledge of Texas, Joint Commission and CMS standards
• Experienced knowledge of trends, developments, and research in providing high-quality safe care
• Skilled facilitator, coach, consultant, influencer
• Management and strategic thinking skills
• Investigative and problem-solving skills
• Skilled in the use of computers, and related software applications
• Excellent verbal, social and written communication skills
• Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, and regulatory issues
• Able to work collaboratively and effectively with a wide range of stakeholders and across organizational lines and teams
• Able to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives
• Able to partner with key stakeholders to identify impediments to success and recommend and implement corrective action and/or mitigation
• Able to work alone or with varying levels of direction or indirect supervision and guidance
• Able to appropriately prioritize tasks to meet desired deadlines

BENEFITS

Our competitive benefits package includes the following

• 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 on position type and/or level

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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!

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https://careers.ahqa.org/jobs/20416818/quality-improvement-consultant-ii-patient-experience