Patient Experience Program Manager

Where You'll Work

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person - body, mind, and spirit - in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Job Summary and Responsibilities

As a Patient Experience Program Manager, you will foster a patient-centered culture, guiding staff to enhance the patient journey and improve satisfaction. Your role drives improvements in communication, empathy, and service.

Every day you will conduct training, coach individually, and facilitate workshops on patient experience best practices. You'll analyze feedback, identify improvements, and collaborate on strategies to address patient needs.

To be successful, you need exceptional communication/interpersonal skills and a deep understanding of patient experience principles and healthcare operations.

• Drives the implementation, sustainment and continued improvement of a foundational approach/model which identifies the strongest influences on the patient experience and tactics for cultural transformation to ensure the consistent delivery of holistic patient-centered experience/care.
• Promotes the concept that the patient's physical comfort as well as their educational, emotional and spiritual needs are key to the sustained delivery of patient-centered care.
• Advocates and supports the development of a strong base of engaged and committed caregivers who are dedicated to fulfilling the CHI-FH mission of patient-centered care; provides support to empower caregivers to provide outstanding service to patients, visitors and fellow caregivers.
• Understands/communicates the linkage between positive patient experience and business performance, including the roles that pricing, service offerings, physician referrals and brand identity play in determining where patients seek care and as a source of competitive differentiation/advantage.
• Oversees the patient/family advisory council and serves as liaison between the assigned CHI FH entity and the local community to support organizational commitment to actions/outcomes focused on the patient experience and a holistic patient-centric culture.
• Serves as advisory resource and subject matter expert to help the organization better understand and assimilate patient experience concepts/best practices and related organizational goals for continuous frontline improvements.

Job Requirements

Required

• Bachelors in business administration, organizational development or a healthcare-related field and four years of related work experience that demonstrates the attainment of the requisite job knowledge, skills/abilities., upon hire or
• any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position.