Front and Center: Jill Bayles
Published on Monday, January 6, 2025
By: Rachel Vanderford, rvanderford@umc.edu
Photos By: Melanie Thortis/ UMMC Communications
With more than a decade of clinical experience at the University of Mississippi Medical Center, Jill Bayles has built a reputation for fostering collaboration and clear communication—skills she now brings to her new role as director of the Office of Patient Experience. Her dedication to patient care and ability to connect with others position her to strengthen the relationship between patients and providers at the Medical Center.
Bayles, who will celebrate 15 years with UMMC in October, previously held management positions in both pediatric and adult imaging. But her connection with the Medical Center began in 1998 when she started her career in the radiologic sciences program.
After completing X-ray training in 2000, she continued her education at Methodist Healthcare in Memphis where she received training in diagnostic sonography. She then spent eight years at St. Dominic Hospital before returning to UMMC in 2010. Her most recent role at the Medical Center was imaging manager at Children’s of Mississippi.
“I was very happy in my role at the children’s hospital,” Bayles said. “Doing anything different had never crossed my mind. But the more I thought about it, the better I could envision myself in this new position. The more I learn, the more excited I am to get started.
Her greatest strength, she said, is communicating with people one-on-one. Her ability to translate complex topics and approach each interaction with empathy made her a stand-out for the position.
“We looked at many candidates for this position, both internally and externally,” said Dr. Guy Giesecke, CEO of the children’s and women’s hospitals at UMMC. “We wanted someone who was a proven leader who could be an outstanding team member across all different services. We also wanted to make sure we found someone who knows the value of excellent service and care. Jill more than meets those criteria.”
“I saw this as an opportunity to use that skill and the connections that I have built over the past decade and a half to bridge communication across the Medical Center,” Bayles said.
As director of Patient Experience, Bayles will be responsible for hearing patient feedback through the Patient and Family Advisory Councils, experience surveys and other forms of communication. She will use this input to improve systems across the Medical Center. In her role, she will also be responsible for overseeing spiritual services and volunteer services.
“I am essentially a liaison between patients and their care providers,” Bayles said. “In the short-term in this role, I plan to integrate into the existing Patient and Family Advisory Council for the adult hospital and revitalize the Council in pediatrics. It is important that we have critique from our patients to know what we are doing well and where we can improve.”
Reflecting on her imaging background, Bayles highlighted that collaboration has been a significant part of what she does at the Medical Center. Throughout her career, she has worked closely with departments and other medical teams to ensure that patients receive clear, accurate information about their health. Whether she is acting as the go-between for patients and their providers or collaborating within the Office of Patient Experience, Bayles strives for harmony.
“The way I see it, as I take on this new role, I am joining the team,” she said. “I’m not here to start giving orders or to come in and change the way everything is being done. The goal is to improve what we are already doing well and make adjustments in areas where we may be lacking so that everyone is having a smoother, more positive experience.”
Bayles will also be responsible for creating in-person training opportunities that emphasize the impact of every patient, visitor and team member interaction and empower UMMC faculty and staff to deliver exceptional service with empathy and understanding.
As she settles into the new role, Bayles said she has garnered a lot of wisdom and inspiration from her new team in Patient Experience.
“The front-line specialists who work in this office are just amazing,” she said. “I have so much respect for them and everything they do. As I have been learning the job over the past month, they have gone out of their way to help me navigate learning these new systems. And the way they communicate with patients to ensure that they are being heard is admirable.”
Long-term, Bayles hopes to change the perceptions that Patient Experience is all about hearing complaints. “We need all types of feedback—both positive and negative—to shape and enhance our culture,” she said. “Our goal is to refine areas that need improvement to ensure patients receive the best care possible. At the same time, we celebrate and build on the areas where we excel, always looking for ways to create a more seamless, more meaningful experience for everyone.”