Patient Program Manager

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.

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…