Patient Experience Program Manager
US-WA-SILVERDALE
commonspirit_careers
Req #: 471037
Type: Day
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Overview: 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. 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. * 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 VMFH 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. * Gathers data/metrics/reports from various internal/external resources to prepare for management presentations with respect to patient experience-related results and recommendations. * Prepares graphs, tables, charts, diagrams, storyboard/presentations and reports from various data sources to describe and summarize patient and staff satisfaction data and measures that will provide insight in identifying potential improvement areas; interprets, and presents data to key stakeholders, including administration, department heads, and clinical and non-clinical managers; identifies, interprets, and reports trends. * Creates relevant outcome measures; evaluates results/outcomes of assigned initiatives/interventions and communicates results in collaboration with department managers and/or executive leadership. Qualifications: Required * Bachelor's degree 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 OR any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position. Preferred * Strong data analysis skills. * Experience leading process improvement work. * Previous supervisory / leadership experience. * Excellent communication skills, comfortable with public speaking, teaching / leading presentations.
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