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. 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. 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. 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. 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. 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. Performs additional responsibilities and/or participates in special projects as needed to support departmental and organizational goals.

Qualifications:

What You Need:

• Education: Bachelor's Degree Business, healthcare or related field
• Experience: 4 Years Experience in patient experience consulting, implementing and executing evidence-based practices in a complex, matrixed health care organization with demonstrated results in improving and sustaining patient experience Required 2 Years Experience in healthcare leadership or program management experience with accountability to senior leadership Preferred

Skills:

• Demonstrates strong communication and presentation skills, with the ability to effectively engage and influence stakeholders at all levels, including frontline staff, leaders, and physicians.
• Possesses excellent interpersonal and relationship building skills to collaborate, problem solve, and drive patient experience improvement initiatives.
• Exhibits advanced coaching and consulting skills, including the ability to assess performance, provide actionable feedback, and guide leaders and consultants in implementing evidence based practices that support Consumer Focus goals.
• Effectively translates data and insights into practical strategies, tools, and resources that drive measurable improvement and sustain behavior change.
• Demonstrates strong problem solving abilities, with experience interpreting patient experience data, identifying trends, and communicating insights in a clear and actionable manner.
• Maintains knowledge of patient experience survey methodologies (e.g., HCAHPS, CGCAHPS) and applies this expertise to support improvement efforts.
• Ability to travel to all facility locations within the Texas Health Resources geographic service area.