Catholic Health Initiatives Division Program Director--Patient Experience in TACOMA, Washington

Division Program Director--Patient Experience


Schedule: Full time

Job: Division Director--Patient Experience

Daily Schedule: M-F 8-5

Scheduled Hours per 2 week pay period: 80

Location: Downtown Tacoma

CHI Franciscan Health has an opportunity for a Division Program Director-Patient Experience to join the Patient Experience department in Downtown Tacoma.

CHI Franciscan Health has exciting and rewarding careers with competitive salaries and benefits. We are a family of hospitals, health care services, and

medical providers delivering compassionate care to people throughout the South Puget Sound. We are part of Catholic Health Initiatives, one of the largest

not-for-profit health care systems in the country.

Our mission is to deliver high quality care that meets our patients' medical needs while providing emotional and spiritual support to patients and their

families. We believe this three-part approach — physical, emotional, and spiritual — is essential to healing the whole person. Come join our team!

Job Summary:

  • This job is responsible for developing/implementing under the direction of the Chief Experience Officer, strategically-based initiatives, programs and standards to facilitate patient, healthcare provider and employee satisfaction through creation of a sustainable and world-class culture of service excellence for CHI Franciscan Health (CHI-FH). An incumbent serves as a key division resource in building an environment that promotes both superior experience for patients and their families, and a satisfying and energizing work environment for engaged staff and medical providers.

  • Work focuses on all aspects of the Franciscan Experience agenda, including researching best practices and recommending/implementing a customer-focused service strategy to promote the successful management of patient perception about their Franciscan experience and foster a competitive advantage for the organization. An incumbent coaches leaders and other targeted audiences, and identifies and develops ongoing training curriculum content necessary to meet the Franciscan experience goals.

Work also includes:

1) facilitating the improvement of patient/employee satisfaction scores by identifying areas of challenge and developing targeted action

plans to address and resolve;

2) overseeing the patient advisory teams/councils in coordinating implementation of approved Franciscan Experience initiatives;

3) analyzing performance culture satisfaction survey data and recommending tactics/initiatives/programs to create opportunities for improvement;

4) ensuring the availability of systems on care coordination for referral process between main campus and regional services, as well as referring facilities and

healthcare providers; and

5) developing (or overseeing the delivery of) in-service training to motivate/inspire employees/providers to provide superior Franciscan Experience.

While the focus of this job is at the division level, actual deployment of Franciscan Experience initiatives/standards occur through operational leadership at the hospital/clinic level. An incumbent works with the Chief Experience Officer, CHI-FH leadership, the Franciscan Experience Steering Committee and other stakeholders in the development, enhancement, implementation and evaluation of initiatives, plans and programs to advance the Franciscan Experience agenda. The nature/purpose of contacts necessitate the ability to influence/persuade others to action to facilitate accountability for sustained improvements and follow-through in order to meet organizational objectives. Job duties require considerable knowledge of the specialized principles and practices related to change management, performance improvement and customer satisfaction in a healthcare environment in order to evaluate and make recommendations for enhancing organizational effectiveness and efficiency through service excellence. An incumbent must be able to conceptualize and apply sound analytical methods in order to understand organizational impacts and address matters of significance to the overall organization.

Essential Duties:

  • Participates, under the directon of the Chief Experience Officer, in building a sustainable culture of excellence to drive the enhanced patient experience and loyalty across the CHI-FH.

  • In conjunction with Chief Experience Officer, establishes an integrated structure(s) to assess patient experience in a timely and comprehensive manner and to validate effectiveness of service strategies and initiatives.

  • Performance/Quality Improvement and Service Recovery

  • Short- and Long-Term Planning

Additional Responsibilities:

  • Adheres to and exhibits our Core Values of Reverence, Integrity, Compassion and Excellence.


Education/Work Experience Requirements

  • Bachelor’s degree in a related field, and six years of progressively responsible related work experience that would demonstrate attainment of the requisitejob knowledge/abilities.

  • Master’s degree in a related field is preferred.


  • none

Job Director/Manager/Supervisor


Daily Schedule 8-5

Scheduled Hours per 2-week Pay Period 80

Weekends Required None

Req ID: 2018-R0156477

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.