Program Manager, Patient Experience Specialist
Full Time
Burien, WA 98166
Posted
Job description
Overview
Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region. While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, annual bonus eligibility, and more!
Responsibilities
Qualifications
Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region. While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, annual bonus eligibility, and more!
Responsibilities
Job Summary:
This role will be based on-site at St. Anne Hospital in Burien, WA.
The position is responsible for providing professional expertise and guidance to employees, healthcare providers and site-based leadership in support of the creation of a strong and sustainable culture of patient-centered care that helps to deliver on VMFH’s (VMFH) mission to keep people and communities healthy and lead to better performance outcomes for the organization. Work focuses on change that will bring about higher clinical quality and efficiency, a safer patient environment, heightened employee engagement, improved financial results and greater competitive advantage. Inasmuch as patient experience is a mission-critical key to the future success of the organization, work goes beyond clinical experience of care to all interactions and touch points, with focus on alignment across all segments of the continuum and the spaces in between. Responsibility for the site-based patient services specialist function is also included in this role.
An incumbent makes rounds at the assigned VMFH hospitals and medical centers to observe current services/processes, gather service-related data from staff/patients, and to provide training/feedback based on best practices and/or new organizational initiatives. Work includes: 1) serving as liaison with clinical operations to understand needs, facilitate improvements and lead to engagements that are optimal for both the patient and organization; 2) serving as the site-based patient service specialist responsible for facilitating the timely tracking/resolution of grievances, complaints and/or other issues relating to the quality of care and related services; 3) facilitating/coordinating site-based process improvement teams; 4) communicating best practices for improving patient experience/satisfaction results; and 5) raising awareness of the patient experience to facilitate cultural change.
Essential Job Functions:
- 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.
- Oversees the patient/family advisory council and patient family partner programs 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 the site-based patient services specialist; assures that patients’ needs are net and concerns have timely resolution in line with patient experience standards and initiatives.
- Monitors and conducts internal reviews/audits to ensure compliance with all standards and regulatory requirements related to patient-family experience.
- Provides ongoing consultation and serves as a resource to physicians and staff regarding patient experience initiatives and issues for the full care continuum; in conjunction with other internal/external departments, prepares training materials and delivers staff development and in-service training relating to regulatory requirements, quality improvement principles, standards and tools and compliance issues.
- Develops, maintains and monitors initiatives, programs, and standards to proactively identify continuing patient experience challenges.
- Gathers data/metrics/reports from various internal/external resources to prepare for management presentations with respect to patient experience-related results and recommendations.
- Performs related duties as required.
#LI-VMFH
Qualifications
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.
- Master’s degree in a related field is preferred.
Licensure/Certification:
- Current Certified Patient Experience Professional preferred.
- Current Licensure as a Registered Nurse in the state of Washington is strongly preferred.
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