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Providence Health & Services Director, Patient Experience Acute Care in Washington


Providence St. Joseph Health is calling a Director Patient Experience to work remotely within out footprint states: AK, CA, MT, OR, TX and/or WA.

We are seeking a Director Patient Experience who will serves as the health system champion dedicated to creating a world-class culture of excellence in patient and consumer experience across all 52 hospitals or across all service delivery points outside the hospitals depending on area of assignment. Fills a key leadership role in the system implementation of key strategies to ensure a consistent, reliable, and exceptional experience for patients, their families and guests. Coordinates planning and execution of system-wide patient experience performance and service excellence programs across all acute care ministries and/or all ambulatory care ministries. Collaborates with senior leadership on a strategic vision of service excellence that will be cascaded to all Regions and acute care ministries, LOBs and ambulatory care ministries, communicates progress on service excellence initiatives to key team members, including the health system CXO, ED, system & regional executives, regional PX leaders and key committees. Oversees a data driven program collecting, tracking and analyzing patient experience trends for optimizing service outcomes. Coaches ministry core leaders to maximize the use of customer service tools and programs for an enhanced patient experience. Serves as the primary executive leader in the execution of an aligned and unified health system strategic plan through the implementation of key initiatives for improvement, monitoring results, and rewarding performance. Provides leadership to various Providence Experience Councils, subgroups, and committees at both the enterprise and regional levels. Plays a key role with ensuring Providence achieves and maintains top industry performance in patient experience across all its acute care ministries and/or ambulatory care sites.

In this position you will have the following responsibilities:

  • Promote visibility of Providence Experience initiatives and results through regular communications to the system and regional leadership team, management and staff.

  • Engage senior leadership in open and frank discussion about Providence Experience improvement opportunities and assists in the implementation of key initiatives.

  • Champion the roll-out and implementation of customer service trainings for managers and staff as related to improvement of the patient experience.

  • Ensure appropriate analysis, graphics preparation, statistical reporting and distribution of information received from patient satisfaction and consumer surveys across the organization. Educates and coaches Executives, managers and staff on service excellence strategies.

  • Partner with system leaders and regional leaders to implement innovative products and solutions to improve the consumer experience.

  • Drive alignment and minimizes variation of patient feedback tools across all ministries. Key contributor to defining patient experience measures and metrics that matter to patients.

  • Lead the Inpatient/ED Subcommittee of the Consumer Council Care Experience Subgroup and/or leads/co-leads subcommittees of the Consumer Council Care Experience Subgroup


Required qualifications for this position include:

  • Bachelor's Degree in Healthcare, Hospitality, Business, or related field.

  • 10 or more years Experience in a healthcare or consumer/hospitality industry.

  • Demonstrates experience in the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions.

  • 10 or more years related Experience

  • 8 years Leadership Experience

Preferred qualifications for this position include:

  • Master's Degree in Healthcare, Hospitality, Business, or related field.

  • Experience in statistical analysis and development of training programs.

  • Experience in implementation of consumer-facing products/solutions.

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate 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.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Lead/Supervisor/Manager

Location: Washington-Renton

Other Location(s): Montana, California, California-Irvine, Oregon, Oregon-Portland, Washington, Texas, Alaska

Req ID: 320652