Patient Experience Program Manager

CommonSpirit Health•Tacoma, WA

About The Position

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. Be the difference in Patient Experience Virginia Mason Franciscan Health is hiring a Patient Experience Program Manager to support our Franciscan Medical Group clinics throughout the King County Region. With a focus on compassionate care, operational excellence and continued improvement, you will help foster a culture where patients feel truly seen, heard and supported. Join us in advancing our mission to transform healthcare and make a meaningful impact in the communities we serve. As a Patient Experience Coach, 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.

Requirements

Bachelors Other 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.

Responsibilities

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.
Identifies best practice methodologies for gauging patient satisfaction; reviews and analyzes community/consumer feedback/data to identify the factors that matter most to patients served and uncover operational insights.
Works collaboratively with executive management to build strategies and operational plans to incorporate the voice of the patient in decisions that impact them.
Keeps abreast of current literature and best practices to identify new opportunities to improve the patient experience; researches successful external patient experience programs to make recommendations for future improvements to CHI-FH programs.
Oversees the site-based patient advocacy function to ensure that patients’ needs are met and concerns are timely resolved in line with patient experience standards and initiatives.
Provides on-the-job training to Patient Advocate on proper interactions with patients/families; monitors patient rounding and letters to ensure compliance with established standards.
Monitors complaint/grievance processes; ensures compliance with risk management rules/regulations and timeline requirements.
May investigate and respond to grievances and patient complaints directly as necessary; follows up to ensure issues are responded to and documented in a timely and professional manner and are consistent with CHI-FH service recovery standards.
Ensures that lessons learned from resolution of problems/issues are incorporated in future opportunities to provide improved patient-centric service.
Monitors and conducts internal reviews/audits to ensure compliance with all standards and regulatory requirements related to patient-family experience.
Develops/applies appropriate audit tools to measure compliance.
Identifies non-compliance issues/concerns and causes thereof, risk exposures and recommends necessary, effective and adequate corrective action.
Develops/implements effective tactics/solutions to address and resolve issues/concerns.
Identifies and validates evidence-based best practices to guide management in performance improvement activities; researches nature/scope of impact on existing activities and makes appropriate recommendations.