Patient Experience Supervisor

Patient Experience Supervisor Bring your passion to Texas Health so we are Better + Together. Work Location: Texas Health Corporate, 612 E. Lamar Blvd., Arlington, TX 76011 Work Hours: Full Time Days (8:00am-5:00pm) for 40 hrs/week (remote work allowed at manager's discretion) Department Highlights Remote Position Gain a sense of accomplishment by contributing to a teamwork environment Receive excellent mentorship, comprehensive training, and dedicated leadership resources What You Will Do Consultant Operations & Deployment Supervision (25%) Oversees day to day operations of Patient & Family Experience (PFX) consultants across multiple care settings, ensuring appropriate workload distribution and prioritization. Coordinates consultant deployment across sites to align with system and entity needs. Standardizes expectations for rounding, coaching, and execution of patient experience interventions to ensure consistent delivery of practices. Serves as a key escalation point, providing real time support for service recovery needs and operational challenges. Maintains efficient and responsive consultant coverage, particularly in high risk and high opportunity areas. Performance Management & Accountability (25%) Conducts performance reviews and ongoing coaching to support consultant development and skill enhancement. Monitors consultant effectiveness and ensures alignment with HCAHPS, CGCAHPS, and Consumer Focus KPIs. Provides consistent oversight and feedback to reinforce accountability and drive measurable performance outcomes. Ensures reliable execution and follow through on consulting responsibilities across all assigned areas. Training, Coaching & Capability Development (25%) Leads implementation of system wide training, competency validation, and observation standards for consultants. Provides expert coaching and feedback to ensure consistent application of evidence based patient experience practices. Contributes to the development and standardization of tools, workflows, and processes that support sustainable performance improvement. Reinforces organizational expectations for patient experience strategies through structured capability building efforts. Leadership Partnership & System Alignment (15%) Serves as a liaison between consultants, entity leaders, and system leadership to ensure alignment with consulting priorities. Provides visibility into consultant performance, operational progress, and emerging risks or barriers. Elevates system level themes and challenges to leadership to support informed decision making. Supports alignment between daily operations and strategic goals to ensure a coordinated approach to improving patient experience across the organization. Patient Experience Consulting (5%) Performs limited day to day consulting responsibilities as a subject matter expert in patient experience. Applies performance improvement methodologies, survey knowledge, and data analysis to identify priorities and opportunities. Monitors and analyzes patient experience data; prepares reports and presentations to support leadership decision making. Acts as a change agent to drive adoption of patient experience strategies and support long term sustainability of improvements. Other Duties as Assigned (5%) Performs additional responsibilities and/or participates in special projects as needed to support departmental and organizational goals. What You Need Education : Bachelor's Degree in Business, Healthcare or related field (4 years required) Experience : 4 years in patient experience consulting; 2 years healthcare leadership or program management with accountability to senior leadership (preferred) Skills : Strong communication and presentation skills; ability to engage and influence stakeholders at all levels. Excellent interpersonal and relationship building skills to collaborate, problem solve, and drive patient experience improvement initiatives. Advanced coaching and consulting skills with ability to assess performance and provide actionable feedback. Ability to translate data and insights into practical strategies, tools, and resources that drive measurable improvement. Strong problem solving abilities; experience interpreting patient experience data, identifying trends, and communicating insights. Knowledge of patient experience survey methodologies (e.g., HCAHPS, CGCAHPS) and applying this expertise to improvement efforts. Willingness to travel to all facility locations within the Texas Health Resources geographic service area. Supervision This position manages 5-9 people. ADA Requirements Extreme Heat: 1-33% Extreme Cold: 1-33% Extreme Swings in Temperature: 1-33% Extreme Noise: 1-33% Working Outdoors: 1-33% Working Indoors: 67% or more Mechanical Hazards: 1-33% Electrical Hazards: 1-33% Explosive Hazards: 1-33% Fume/Odor Hazards: 1-33% Dust/Mites Hazards: 1-33% Chemical Hazards: 1-33% Toxic Waste Hazards: 1-33% Radiation Hazards: 1-33% Wet Hazards: 1-33% Heights: 1-33% Other Conditions: 1-33% Physical Demands Predominantly sedentary Travel Requirements Local 80% – Facility locations throughout the geographic service area covered by Texas Health Resources #J-18808-Ljbffr