Customer Journey Lead – Patient Access and Registration

Dallas, Texas, JOB SUMMARY: Reporting to the SVP, Customer Experience, the Customer Journey Lead is an executive within Baylor Scott & White Health (BSWH) who plans, develops, and implements customer experience programs and initiatives for BSWH, which may include customer strategy, customer journeys, customer brand campaigns, customer data analysis, customer satisfaction and retention, and other customer-focused activities.  Responsible for customer experience and its impact to overall customer satisfaction of BSWH healthcare services.  Ensures that customer policies and practices align with overall organizational direction and BSWH business objectives.  Instills a strong customer-centric culture that demonstrates healthcare industry best practices.  Leverages customer data, analytics, and insights to continuously design and improve customer experience journeys and strengthen BSWH customer-centric capabilities. Translates and implements strategic plans and objectives for area of responsibility.  Makes final decisions on operational matters and ensures achievement of objectives. Recommends policies and organizational changes for area.  Plans and executes projects and initiatives that meet annual objectives.  Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization’s operations.

 Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit.  Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance.  Has a larger, more complex organization or functional area than a manager.  Often has one or more managers or supervisors reporting to the role. ESSENTIAL FUNCTIONS: – This position is a senior-level management position and will report directly to the SVP of Customer Experience – Play a critical role in ensuring a positive customer experience by optimizing access to healthcare services, streamlining registration and check-in, and implementing strategies to improve operational efficiency – Develop and implement strategic plans and initiatives for patient access and registration services to align with the organization’s goals and objectives – Identify areas for process improvement within patient access and registration services and develop and implement strategies to enhance operational efficiency, reduce wait times, and improve patient satisfaction – Oversee the registration and check-in processes to ensure accurate and timely patient information collection, verification, and appointment coordination – Foster effective communication and collaboration with other departments, such as revenue cycle management, medical records, and clinical operations, to optimize patient flow and coordination of care – Leads design and implementation of the future state end-to-end customer experience. – Defines objectives and outcome metrics to define success and ensure value creation. – Provides alignment of journey team to overall customer experience vision. – Leads and supports journey work across multiple operational services lines. – Drives the formation and collaboration of the journey team and other stakeholders. – Leads the development and implementation of measures, scorecards, and metrics.

– Leads the mapping, testing, and definition of customer touchpoints with the journey. – Monitors and communicates progress of the journey team to overall objectives. – Identifies opportunities for customer experience improvements. – Drives resulting actions, insights, findings, education, and initiatives for the customer journey. KEY SUCCESS FACTORS: – Bachelor’s degree or equivalent experience. – 5+ years of experience in healthcare operations, customer experience, or relative field. – If internal applicant, current BSWH Director-level and above. – Meaningful work experience at BSWH with broad organizational awareness. – Operates with beginner’s mindset. – Comfortable with ambiguity and disruption–resilient.

– Ability to learn and apply new concepts quickly. – Approaches work collaboratively. – Proven track record of leading and developing team members. – Experience influencing change outside of direct reports. MINIMUM REQUIREMENTS: – 5 years of experience  – Bachelor’s Degree or 4 years of work experience above the minimum qualification

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