Program Manager - Patient Experience

Providence; Spokane (WA); On-site; USD 52,000 - 81,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Job summary

Providence seeks a Program Manager of Patient Experience to oversee and guide patient-centered initiatives across Providence Sacred Heart Medical Center & Children's Hospital and related facilities. The role collaborates with leaders, physicians, and frontline staff to interpret data, define experience behaviors, and implement action plans at the unit and hospital levels.

The position emphasizes developing structured programs, coaching teams for success, and aligning initiatives with enterprise

Qualifications

• Bachelor's Degree in Business, Health Administration, or related field.
• 3 years of experience as a project manager or program coordinator in a healthcare setting or related healthcare experience.
• 3 years of experience with data interpretation.
• 3 years of experience with small group facilitation and presentation.

Responsibilities

• Oversee, coordinate and guide patient experience programming and initiatives.
• Collaborate with leaders, physicians and frontline caregivers to define patient experience behaviors.
• Develop hospital-level action plans through bi-annual assessments and monitor progress.
• Coach teams for success at unit and hospital level.
• Develop, implement and monitor action plans in alignment with enterprise strategies.

Skills

Data interpretation

Small group facilitation

Presentation

Education

Bachelor's degree in Business/Health Admin or related field

Master's degree

Job description

Description

Under the general direction of the Chief Nursing Officer (CNO), the Program Manager of Patient Experience oversees, coordinates and guides patient experience programming, including development and management of the overarching structure and initiatives that foster an environment of patient-centered care in alignment with enterprise, divisional, and local strategies. This position directs patient experience efforts by working collaboratively with leaders, physicians, and frontline caregivers to understand key patient experience behaviors, establish initiatives and/or action plans, monitor progress and coach for success at the unit and hospital level. This individual develops hospital level action plans with leadership teams through the analysis provided in spring and fall bi-annual assessments. Patient Experience oversight includes Providence Sacred Heart Medical Center & Children's Hospital and Providence Holy Family Hospital.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Sacred Heart Medical Center & Children's Hospital and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

• Bachelor's Degree in Business, Health Administration, or other related field
• 3 years of relevant experience as a project manager or program coordinator in a healthcare setting, or acute direct patient care, or HCA experience as a team member, or relevant experience in a healthcare setting
• 3 years of experience with data interpretation
• 3 years of experience with small group facilitation and presentation

Preferred Qualifications:

• Master's Degree
• 3 years of healthcare patient experience data knowledge
• 3 years of experience with interpreter services program
• 3 years of healthcare patient experience role

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate's placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on‑call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well‑being resources and much more. Learn more at providence.jobs/benefits. Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About the Team

Providence has been serving the Inland Northwest since 1886 when Mother Joseph and the Sisters of Providence founded Sacred Heart Medical Center. Today, Providence is the largest health care provider in Washington located in communities large and small across the state. In eastern Washington, Providence provides care throughout Spokane, Stevens and Walla Walla counties.

Our award‑winning and comprehensive medical centers are known for outstanding programs in cancer, cardiology, neurosciences, orthopedics, women's services, emergency and trauma care, pediatrics and neonatal intensive care. Our not‑for‑profit network also provides a full spectrum of care with leading‑edge diagnostics and treatment, outpatient health centers, physician groups and clinics, numerous outreach programs, and hospice and home care.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

For any concerns with this posting relating to the posting requirements in RCW 49.58.110(1), you can access an email link to submit your concern.

Pay Range: $37.86 - $58.78