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. 

Job Summary:

The Patient Experience Specialist plays a critical role in fostering a strong and sustainable culture of patient-centered care across Virginia Mason Franciscan Health (VMFH). This position provides professional expertise and guidance to employees, healthcare providers, and site-based leadership, driving initiatives that enhance clinical quality, efficiency, patient safety, employee engagement, financial performance, and competitive advantage. The Patient Experience Specialist focuses on improving all patient interactions and touch points across the continuum of care, ensuring alignment and a seamless experience for every patient. This role is responsible for making rounds at assigned VMFH hospitals, medical centers, and/or Franciscan Medical Group (FMG) clinics to observe current services/processes, gather service-related data, and provide training/feedback based on best practices and organizational initiatives. The Patient Experience Specialist also supervises the assigned Patient Advocate.

Responsibilities:

• Liaison & Improvement Facilitation: Serve as a liaison with clinical operations to understand needs, facilitate improvements, and lead to engagements that are optimal for both the patient and the organization.
• Patient Advocacy Oversight: Oversee the site-based patient advocacy function, ensuring compliance with Federal, State, and local civil rights laws and regulations.
• Process Improvement Coordination: Facilitate and coordinate site-based process improvement teams focused on enhancing the patient experience.
• Best Practices Communication: Communicate best practices for improving patient experience results, sharing insights and strategies across the organization.
• Patient Experience Awareness: Raise awareness of the patient experience to facilitate cultural change, promoting a patient-centered mindset at all levels.
• Patient Advocate Supervision: Supervise the assigned Patient Advocate, providing guidance, support, and performance management.
• Data-Driven Improvement: Apply knowledge of patient experience concepts/standards and service quality improvement measures to support data-driven experience/quality improvement initiatives and programs.
• CMS & CAHPS Knowledge: Maintain a strong understanding of CMS (Centers for Medicare & Medicaid Services) value-based purchasing concepts and CAHPS (Consumer Assessment of Healthcare Providers and Systems) comparative reporting measures.
• Training & Presentation: Develop and deliver effective training presentations to groups or in one-on-one situations, educating staff on patient experience best practices.
• Rounding & Observation: Conduct regular rounds at assigned facilities to observe services, gather data, and provide real-time feedback.

Education/Work Experience Requirements

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.

Licensure/Certification

• Current Certified Patient Experience Professional preferred.
• Current Licensure as a Registered Nurse in the state of Washington is strongly preferred.