Title:  Senior Manager, Patient Experience and Change Management

Division:  Ambulatory Operations
Schedule:  Monday - Friday
Work Location:  Houston, TX
Salary Range:  $83,000 - $96,737
FLSA Status:  Exempt
Requisition ID:  13545


This position manages the total Patient Experience (PX) and PX team for Baylor Medicine. This is a highly visible position, working closely with department-level executive leadership. This position requires strong relationship-building and engagement skills with peers and leaders across all departments and central college functions. This role supervises up to eight employees and reports to senior leadership in the clinical mission. 


Internal Title: Senior Manager, Business Strategy and Development

Job Duties

  • Strengthen existing relationships and forge new relationships to enhance visibility, impact, and financial resources.
  • Cultivate Patient Experience champions in all departments across all staff, provider, and patient groups to instill a PX culture.
  • Work closely to align leadership priorities with clinic managers and medical directors as it pertains to PX, the patient journey, patient engagement, and all other related Major College Projects (MCPs).
  • Provide project management and change management methodology, tools, and expertise for the development of the PX culture transformation plan, new initiatives, or growth in current programs.
  • Consult at department and institutional executive level to provide the PX perspective in all clinical and related support functions; ensure clinical operations reflect optimal PX across the encounter and relationship life cycle.
  • Analyze goals, plan schedule of completion, and develop action plan and processes for continuing performance improvement from inception to evaluation.
  • Work with clinical and administrative leadership to prioritize projects, associated tasks, organize work groups and meetings, including governance committees and task forces.
  • Manage efforts between various stakeholders; coordinate project activities; assign tasks and provide guidance to personnel responsible for specific functions or phases of the project.
  • Develop internal and external communication plans that support project initiatives; liaise with the office of communications/marketing as needed to optimize reach and expediency.
  • Develop and maintain tools to track the status and performance of each PX project, including budget, timeline, and resource allocation.
  • Ensure implementation designs include change management principles and are properly tested, approved, and documented for hand-off to operational support.
  • Maintain a high degree of focus on reported issues and work closely with team members, project stakeholders, and College leadership (as appropriate) to identify areas with risk potential and corresponding performance improvement plans, specifically in the areas of quality, safety, and experience.
  • Manage primarily experienced professional-level employees, to include defining and prioritizing work responsibilities, setting performance development plans and goals, and conducting annual performance evaluations.
  • Oversee MCPs relating to PX and patient activation; co-lead efforts related to practice expansion and digital health.
  • Present to relevant vendors, partners, and community groups to expand awareness of programs and expertise.
  • Research and write executive program summaries, business cases, proposals, and presentations.
  • Design and implement comprehensive plans for developing key external alliances.
  • Develop and monitor the budget and financial data for area(s) of responsibility; remain proactive and accountable for financial performance.
  • Continue leading the implementation of the PX strategic plan; complete the next 5-year cycle to include succession and growth planning to sustain initiatives: reporting/analytics, curriculum development, training/observations/coaching, service recovery and recognition, PX process engineering/auditing, and faculty/staff engagement. Identify and oversee development of new initiatives.
  • Implement and manage a Baylor Medicine Reputation Management plan, focusing on public-facing ratings and rankings as well as internal communications and training.
  • Work closely with medical directors and other key leadership to hardwire initiatives through governance, especially in the areas of quality/safety, clinical operations, faculty engagement, and staff satisfaction.

Minimum Qualifications

  • Bachelor’s degree
  • Five years of relevant experience

Preferred Qualifications

  • Epic experience
  • Lean training (six sigma belt)
  • Change management certification
  • Must possess the ability to communicate across all levels of the organization and build strong working relationships with individuals in other offices, org units, and missions



Baylor College of Medicine requires employees to be fully vaccinated -subject to approved exemptions-against vaccine-preventable diseases including, but not limited to, COVID-19 and influenza.


Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.