Service Excellence Liaison
Baylor Scott & White Health

Job Info


Using data provided through Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), this position will support improvements in internal customer services and quality related activities. Position will partner with hospital leadership to develop and ensure the effective and consistent implementation of programs, initiatives, projects and interventions focused on improving patients' perspectives on hospital care. WHAT IS


  • Coaching frontline team members on their utilization of best practices to deliver an exceptional patient experience at the bedside
  • The position is responsible for defining and leveraging the performance measures, specifically patient experience results from CMS HCAHPS survey
  • Works with staff in a collaborative and supportive manner to troubleshoot and resolve issues
  • Works collaboratively with Senior Management to develop strategic patient perception initiatives
  • Partners with appropriate hospital staff to appropriately guide these initiatives, resulting in improved HCAPS scores
  • Design and develop implementation plans, accountability resources and training resources to meet the needs of effective deployment of best practice in patient service perspectives and HCAHPS throughout the hospital
  • Evaluates departments to assist in identification of compliance with strategies of patient centered care and HCAHPS strategies
  • Continuously evaluates work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stake holder needs
  • Skillful in providing feedback and direction for identification and promotion of behaviors consistent with improved patient perspective scores
  • Keeps departmental leadership updated and informed on patient service perspective activities
  • Performs other position appropriate duties as required in a competent, professional and courteous manner



  • Minimum five years’ experience in leadership, healthcare, customer service or patient experience-related field required
  • Bachelor degree in healthcare administration, business administration, bachelor of science in nursing or other applicable area
  • Possess strong customer service skills Critical thinking skills
  • Strong interpersonal skills, problem solving, time and project management, and excellent oral and written communication skills
  • Must be able to address difficult, awkward situations with tact and diplomacy
  • Adaptability with high tolerance for ambiguous work situations
  • Must be able to work in conjunction with staff in a supportive way to troubleshoot and resolve issues
  • Serves as a team player and has proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal
  • Excellent analytical skills, including analysis, planning, organizing, and troubleshooting
  • Proficient in Windows-based operating software/systems


Location/Facility – Temple, TX

For more information on the facility, please click our Locations link.

Specialty/Department/Practice – Admin-Nursing Excellence Tech

Shift/Schedule – Fulltime/Day’s

Benefits – Our competitive benefits package includes*:

  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1

*Note: Benefits may vary based upon position type and/or level.



  • EDUCATION - Bachelor's
  • EXPERIENCE - A minimum of 5 years’ experience required

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