This key leadership role will focus on achieving high performance in patient experience throughout more than 60 facilities of CHRISTUS Trinity Clinic (CTC) in an area surrounding Tyler, Texas, and extending to Sulphur Springs in the north, Canton in the west and Palestine in the south. This position is responsible for improving patient experience through presenting and coaching the use of evidence-based tools. Being able to analyze and process data scores and then create and align strategies to improve patient satisfaction is a key requirement for this role. Accountabilities of the position include teaching, communicating (both verbal and written forms) and inspiring clinic teams (with a primary focus on nurses and office assistants) to display genuine and meaningful customer service that reflects our organization's mission to extend the healing ministry of Jesus Christ. This position will use the SWOT process to continually ensure a high-quality facility and service environment, and collaborating with operational leaders and holding them accountable to advancing patient experience throughout the ministry. This position will work closely with CTC leadership, physicians and nursing leadership to achieve excellence in patient experience and to achieve fiscal year patient experience goals.
Bachelor's degree in Nursing, Organizational Development, Healthcare Management or a Service- or Communications-related field.
Certified Patient Experience Professional (CPXP) preferred.
Demonstrable knowledge of the implications and measures for CGCAHPS/HCAHPS survey results and for CMS guidelines relating to the recording of patient satisfaction results.
Demonstrated ability to drive change, while enhancing the culture, in support of strategic goals and priorities.
3-5 years of leadership in service excellence.
Strong presentation and organizational skills required.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.