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: 

1. 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.
25%
2. 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.
25%
3. 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.
25%
4. 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.
15%
5. 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.
5%
6.Other Duties as Assigned 
. Performs additional responsibilities and/or participates in special projects as needed to support departmental and organizational goals. 5%