Director, Unified Partner Experience

Job Summary

Reporting to the Vice President of Customer Experience Operations, the Director of Unified Partner Experience partners with the Growth team and Medical group to ensure that customers receive the same high-quality experience whether they interact with a BSWH, joint ventures, or business partners. As BSWH expands through partnerships, customers increasingly enter the system through doors that do not yet feel like BSWH. This role exists to close that gap, defining what the BSWH experience means at every partner touchpoint and ensuring each customer encounters one intuitive, holistic, customer-centric experience regardless of which entity delivers the care.

Essential Functions

• Defines and maintains the BSWH experience standard for partners, i.e. the customer-experience expectations, journey touchpoints, and service levels that every joint venture and partner must meet

• Supports the Growth team to evaluate prospective partners, including assessing their operational maturity, systems landscape, and ability to meet BSWH’s customer experience standards

• Works with the Growth and Joint Venture teams to onboard new partners, translating the experience standard into integration and operating plans

• Scales innovative solutions developed for wholly-owned care sites across the broader ecosystem

• Partners with IS to assess the technical capabilities of partners and develops roadmaps to integrate partner EMRs, scheduling systems, core platforms and data

• Collaborates with Analytics to quantify the partner customer journey, e.g. establishing experience metrics and a portfolio-wide scorecard

• Identifies and prioritizes technical and operational enhancements that improve the customer experience within existing partnerships

• Serves as the point of contact for BSWH and partner leadership on customer-experience efforts, managing scope, milestones, dependencies, and risk across concurrent workstreams

• Interacts with business partners seeking to integrate new capabilities into BSWH’s ecosystem to support customer experience integration efforts

• Evaluates customer experiences holistically across wholly owned and partnered care delivery to build consistently excellent experiences

Key Success Factors

• 7+ years of progressive experience in healthcare operations, customer or patient experience, or integration leadership

• Proven ability to partner with other teams, earning trust and navigating areas of overlapping responsibilities

• Demonstrated experience leading healthcare M&A, joint venture, or partner integration, ideally including post-close integration

• Strong working knowledge of EMR and EHR systems integration, including Epic and integrating disparate EMRs

• Familiarity with healthcare interoperability standards and approaches, e.g. HL7, FHIR, record migration, master patient index and identity, and data exchange

• Proven vendor and partner management skills, including governing third parties and aligning external organizations to shared standards and timelines

• Deep understanding of the customer journey across learning, scheduling, registration, and billing with a bias toward measurable experience improvement

Minimum Requirements

• Bachelor's or 4 years of work experience above the minimum qualification

• 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.