[Hiring] Patient Experience Supervisor @Texas Health Resources

Role Description

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)

• 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

• Bachelor's Degree in Business, healthcare or related field (4 Years Required)
• 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)

Requirements

• 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.

Benefits

• This position manages people (5-9).

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

• Sedentary

Travel Requirements

• Local 80% Facility locations throughout the geographic service area covered by Texas Health Resources.