Program Manager I - Patient & Family Experience

Job ID 2022-44266
Area of Interest
Project/Program Management
Location Name
818 Stewart
FTE/Hours per pay period
1.0 FTE (80 hours per bi-weekly pay periods)
Work Status
Pat & Fam Experience Admin
Day Shift
Primary Location : City
Primary Location : State/Province
INACTIVE Secondary Location(s)
Remote Work Percent
Hot Job

About Us

Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s –- to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE


Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho – the largest region of any children’s hospital in the country.


In 2022, U.S. News & World Report once again ranked Seattle Children’s among the nation’s best children’s hospitals – for the 30th year in a row. For more than a decade, Seattle Children’s has been nationally ranked in all 10 specialty areas evaluated by U.S. News & World Report. We are honored to be the top-ranked pediatric hospital in Washington and the Pacific Northwest.


As a Magnet designated institution, and classified among America’s best large employers by Forbes, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it’s delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.


Each and every workforce member is part of shaping the Patient and Family Experience. Our Patient and Family Experience Team supports the workforce in recognizing, reflecting on, and improving how that care is provided in every interaction. Ultimately, we hope to meet our vision of setting Seattle Children's apart by creating a compassionate environment where every person feels safe, valued and respected.


The Program Manager is a key role in helping our team of diverse contributors – ranging from service designers to medical interpreters to chaplains to family advisors – stay focused on our goals and connected to each other in meaningful ways. Reporting to and working closely with the Sr. Director, Patient and Family Experience, the Program Manager keeps the team, and therefore Seattle Children’s focused on improving our patient and family experience in ways aligned with our strategic goals, particularly in our aim of becoming an anti-racist organization. Bring your healthcare or other service-industry experience to our team and contribute to making lasting and meaningful change for the kids and families we serve!


Required Education/Experience:
- Bachelor’s Degree in business, health care or related field or equivalent combination of education and experience
- 3 years experience in a lead role overseeing program/project management
- 3 years experience working on quality and process improvement projects with cross-functional teams; including data collection, analysis and reporting
- Proven record of project completion, program planning, execution and status reporting
- Experience leading committees, activities and staff

Required Credentials:
- N/A


- Experience working with Patient and Family Experience (PFX) in a healthcare-based setting and/or Customer Experience (CX) in another service industry

- Knowledge of PFX and/or CX strategic models and experience identifying organizational opportunities to mature an organization's PFX/CX efforts and outcomes

- Knowledge of and/or practical experience aligning PFX/CX strategy and efforts to diversity, equity and inclusion priorities

- Knowledge of and/or practical experience aligning PFX/CX strategy to Workforce/Employee Experience strategy

- Experience developing PowerPoint presentations for senior leader audiences

- CPXP (Certified Patient Experience Professional) or CCXP (Certified Customer Experience Professional) certication appreciated, but not required

In accordance with new Washington law for healthcare workers, Seattle Children’s requires that all staff be fully vaccinated against COVID-19 on or before October 18, 2021, or before beginning employment for start dates after October 18th.

Covid-19 Vaccination

In accordance with Washington state law, Seattle Children’s requires that all employees be fully vaccinated against COVID-19. All offers are contingent and your vaccine status will be verified at onboarding.

Our Commitment to Diversity

Our community welcomes diverse experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our increasingly diverse patients and families. Our organization recruits, employs, trains, compensates, and promotes without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.


The people who work at Seattle Children’s are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves within this community, which cultivates and promotes equity, diversity, and inclusion at all levels.


Seattle Children’s is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.


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