Patient Experience Program Manager
About Us
Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 138 hospital-based locations, in addition to its home-based services and virtual care offerings.
Our Mission
As CommonSpirit Health, we make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. To learn more about a calling that defines and unites, please click here for more information about our mission, vision, and values.
The posted compensation range of $41.14 - $61.20 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.
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.
- 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.
Job Requirements
Required
- 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.
- None, upon hire
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.
Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit https://www.commonspirit.careers/benefits.
Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.
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Equal Opportunity
CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here.
CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.