System Manager Patient Experience
UVM Health - UVM Medical Center · South Burlington, VT · 1 mo ago
Full-time
About the role
The System Manager Patient Experience is a system-level leadership role responsible for advancing a consistent, equitable, and high-quality patient and family experience across UVM Health, reporting to the System Director Patient Experience.
Responsibilities
- Lead systemwide standards, workflows, performance expectations, reporting, and improvement priorities for Patient and Family Advocacy and Patient and Family Advisor/Council programs.
- Provide functional direction, performance oversight, coaching, and accountability for shared system priorities through matrix reporting relationships with partner‑level program leads.
- Oversee infrastructure needed to support effective programs, including policy governance, regulatory readiness, data quality, technology, training, and resource planning.
- Support complex patient and family concerns.
- Analyze experience data and feedback.
- Partner with system and local leaders to identify risks, address disparities, and translate patient and family input into organizational improvement.
Requirements
- Bachelor's degree in healthcare administration, Nursing, Business, Social Work, Public Health, Human Services, or related field (or equivalent work experience).
- CPXP certification required or attainable within 12 months.
Qualifications
- Minimum 5 years of healthcare experience, including 3 years in patient experience, advocacy, quality, service excellence, or related leadership.
- Experience leading cross‑functional initiatives and using data to drive improvement.
- Experience influencing coordinated change across healthcare systems to establish alignment with multiple partner organizations that have disparate patient experience workflows, policies, or structures.
Skills
- Policy governance and regulatory readiness.
- Data quality management and analysis.
- Technology and training program oversight.
- Resource planning and infrastructure support.
- Cross‑functional leadership and collaboration.
- Stakeholder engagement and change management.
- Patient and family advocacy and concern resolution.