406 Patient Experience jobs in Richmond Highlands

Req #: 247413
Department: DIGITAL HEALTH OFFICE
Job Location Detail: UW TOWER - 4333 BROOKLYN AVE NE - SEATTLE, WA 98105
Posting Date: 06/27/2025
Closing Info:
Open Until Filled
Salary: $9500 - $12500 per month
Shift: First Shift
Notes:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
**UW MEDICINE - DIGITAL HEALTH OFFICE** has an outstanding opportunity for a **DIGITAL HEALTH PATIENT EXPERIENCE PRODUCT MANAGER** **DAYS**
+ 100% FTE
+ HYBRID **POSITION HIGHLIGHTS**
+ Employ your expert ability to build and maintain strategic and effective working relationships with multi-disciplinary team members throughout the organization, external partners/vendors, and patients/community groups
+ You will connect the landscape of Digital Health and Health IT vendors and products, networking with peer organizations and industry groups to learn how other organizations address similar challenges and optimizing user experience
+ As Product Manager you will work with patients or representative patient groups to understand their needs and experiences with our Digital Health Products **DEPARTMENT DESCRIPTION**
UW MEDICINE - DIGITAL HEALTH OFFICE
**PRIMARY JOB RESPONSIBILITIES**
+ Align products/capabilities with business priorities
+ Survey and understand the current landscapes and trends in digital care and incorporate them into product visions, strategies, and requirements
+ The Product Manager will be a critical resource to inform the Digital Health strategic landscape
+ Provide direct product management oversight over multiple digital health products
+ Lead quantitative analysis of internal processes to determine effectiveness and areas of need for current and future capabilities
+ Engage with public, patient (including proxy organizations), and staff (clinical and administrative) cohorts to understand and optimize their user experience with our digital health capabilities
+ Immersion in clinical and operational settings
+ Oversight of several EPIC-based and non-Epic Digital Health tools & platforms utilized by UW Medicine patients, staff & providers **REQUIRED QUALIFICATIONS**
+ Bachelor's degree in a related field, such as health informatics, computer science, or healthcare management
+ 5+ years of experience in product management, development, or implementation, preferably in health or healthcare settings
+ 5+ years of experience working in or with health systems, healthcare, health technology, or biotechnology
+ Strong knowledge of digital health products, including electronic health records (EHRs), patient portals, and patient-facing platforms
+ Experience with EPIC (including, but not limited to Cadence, MyChart, and SlicerDicer) or products/technologies that integrate with EPIC is preferred
+ Excellent project management skills, with the ability to work with cross-functional teams and contribute to multiple projects simultaneously
+ Strong written communication skills to draft clear, concise documentation, reports, and specifications, roadmaps, executive and client statuses, and business cases
+ Demonstrated organizational and program management skills to lead and partner with large or multiple cross-functional teams
+ Passion for improving patient outcomes and overall healthcare experience through digital health products, a storyteller and champion for transforming healthcare who inspires/influences the organization to engage in the change
+ Strong commitment to equity and inclusion in healthcare, and the ability to balance digital health products with non-digital solutions that together support equitable access to and health benefit from UW Medicine services **ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE** UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals.All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest. **Become part of our team.** Join our mission to make life healthier for everyone in our community.
University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

**Responsibilities**
**Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a full-time Patient Relations Specialist for the Franciscan Administration team in Seattle, WA. Ideal candidates experienced in the healthcare industry with high performance ability to listen to the 'Voice of our Patients' and facilitate service recovery through written and verbal communication, will find this position to be a progressive step forward in their career. The patient relations specialist brings important value to Franciscan Medical Group, coordinating information from clinic leadership to document resolution of**
**concerns back to the patient/family. You will influence our Patient Experience everyday! Free parking and no weekends or organizationally recognized holidays required.**
**Job Summary:**
This job is responsible for coordinating and tracking the timely resolution of customer complaints/grievances for the assigned Virginia Mason Franciscan Health (VMFH) entity in accordance with established procedures and patient experience standards. Incumbents serve as a liaison between patients, families and/or other complaining parties and the appropriate department management to facilitate resolution of grievances, complaints and/or other issues concerning the quality of care and services. Incumbents receive, log, document and track phone-based grievances/complaints for assigned VMFH entity and may direct information to site-based staff for further action. As part of a communications team, incumbents communicate with patients and families following adverse medical events and provide coaching to others on related communications techniques. An incumbent utilizes advanced oral and written communication skills, within scope of position, to support patients and families experiencing the related effects of adverse medical events, including loss and grief.
An incumbent serves as a resource to all levels of services and administration in soliciting/researching/responding to customer concerns and complaints. Work includes: 1) rounding on the in-patient population at assigned campus to promote excellent customer service practices as a deterrent to future complaints/grievances; 2) using a desktop database to document/track all customer complaints for assigned facility and to produce reports/metrics as required; 3) meeting with patients/family members to gather/validate complaint data and coordinating with VMFH management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline; and 4) monitoring the status of complaints to facilitate continuous progress towards ultimate resolution.
Work requires knowledge of effective methods for addressing/triaging the concerns of dissatisfied patients/families/physicians before they escalate into formal grievances/complaints. Also requires the ability to listen effectively, exercise significant tact and diplomacy in eliciting factual data from sometimes upset/irate individuals and take proper action to assure that customer complaints are responded to and documented in a timely and professional manner consistent with the VMFH service excellence and recovery strategies.
**Essential Job Duties:**
**Rounds on assigned facilities/departments to assure patients/families' questions and concerns are answered; resolves, or recommends resolution of, issues within defined scope of position and in accordance with established procedures to mitigate/avoid escalation to formal complaints and promote excellent patient satisfaction.**
+ Brings concerns to unit managers or appropriate medical directors, serving as a resource for interventions related to dissatisfied patients/families/physicians and supports an environment of proactive service recovery.
+ Coordinates the review of patient concerns and provides general consultation/support to coordinate optimal outcomes for individual patient complaints.
+ Considers the emotional and informational needs of patients and families following adverse medical events and facilitates access to support systems.
+ Serves as a communications team member following adverse medical events providing communication and coaching as appropriate.
**Maintains contact with complainant throughout the process to facilitate timely and effective grievance resolution and service recovery.**
+ Meets with patients/family members to gather/validate complaint data and de-escalate concerns/issues; coordinates with VMFH management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline.
+ Coordinates and/or prepares written responses to complaining parties to communicate/implement approved resolutions.
**Follows up with managers and medical directors to monitor the current status of complaints to facilitate timely progress towards grievance resolution and to assure timely completion of all required documentation.**
+ Identifies and researches unresolved grievances and escalates to management/appropriate party in accordance with established procedures.
**Documents and tracks complaints and resolutions in appropriate database; creates standard and ad hoc reports to consolidate data on complaints and resolutions for management review and action.**
+ Works to improve documentation of both complaints and resolutions to provide enhanced tracking and trending.
+ Tracks complaints based on indicators/demographic data (e.g., provider, care line, department, personnel, type of complaint, etc.) in order to identify significant trends.
+ Assigns proper codes to complaints to facilitate trending and identification of performance improvement opportunities.
**May serve as a centralized point-of-contact for receiving incoming phone calls concerning patient/family/ physician complaints reported for all VMFH entities/locations.**
+ Receives, logs, documents and tracks phone-based grievances/complaints for assigned VMFH entity and may direct information to site-based staff for further action.
**Qualifications**
**Education/Work Experience:**
+ Four years of recent customer service work experience in a clinical environment or business setting that demonstrates attainment of the requisite job knowledge/abilities.
+ Associate's degree in related field preferred.
**Overview**
Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.
Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person - body, mind, and spirit - in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.
Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.
We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.
**Pay Range**
$24.59 - $33.81 /hour
We are an equal opportunity/affirmative action employer.

Description
The Digital, Device, & Alexa Service (D2AS) Offensive Content and Privacy (OCP) Specialist will work as part of the D2AS OCP team to triage and action customer facing concerns that carry a potential risk to customer privacy, trust, and our brand. This role involves facilitating the fast resolution of emerging issues by investigating and triaging privacy issues and reports of offensive content, then engaging the appropriate internal teams to drive issue mitigation.
This is an opportunity for you to gain a broader perspective on Amazon's devices and digital services like Alexa by working with technical, product, and senior leadership teams in every marketplace Amazon operates in. You'll get to know the full cycle of a customer's experience from initial contact to back-end resolution. You and your teammates will collaborate with our Legal, Public Relations, Content, and Business teams on a regular basis to advocate for customers and help solve customer issues both in direct customer interactions and continuous improvement projects.
Key job responsibilities
- Triaging, assessing, and prioritizing reports of offensive content and privacy concerns
- Investigating cases; including reviewing the available contact history and technical information
- Summarizing case findings for partner teams
- Identifying and engaging appropriate resolver
- Working with team members and leadership to identify new ways to resolve customer issues by identifying issue trends and opportunities to strengthen existing systems
A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!
About the team
OCP is global Customer Service team within D2AS that works on some of the most sensitive issues that our customers experience. We resolve each customers' issue and help product teams make decisions to improve the customer experience every day. Issues we tackle evolve day by day as the nature of human interaction with technology changes and our customers' expectations evolve.
Basic Qualifications
- Demonstrated commitment to customer obsession by consistently exceeding customer expectations and ensuring their needs are met.
- Critical thinking skills evidenced by analyzing complex situations, identify root causes, and implement effective solutions.
- Dedication to quality demonstrated through meticulous attention to detail, adherence to established standards, and continuous improvement initiatives.
- Experience with identifying areas for process improvement
Preferred Qualifications
- Strong interpersonal and communication skills
- Ability to work flexible shifts, including weekends and evenings
- Technical experience, such as experience troubleshooting technical issues
- Experience pulling and analyzing large sets of data.
- Proven success in a fast-paced environment
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $36,900/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.