Patient Advocate Lead: Ops & Experience Champion

University of Vermont Medical Center; Burlington (VT); On-site; USD 85,000 - 105,000; Full time

Job summary

University of Vermont Medical Center is seeking a Patient Advocate Lead to oversee the Patient Advocate team within the Patient Experience department in Burlington, VT.

Reporting to the Patient Experience Manager with system-level oversight, this role ensures consistent workflows, timely case progression, accurate documentation, and regulatory alignment while maintaining focus on service excellence and staff support.

Qualifications

• Combination of relevant education and professional experience in patient advocacy, patient experience, healthcare, social services, conflict resolution, or a related field.
• CPXP preferred or willingness to pursue certification once eligibility requirements are met.
• Three to five years of progressive experience in patient advocacy, patient experience, or a related role within a complex healthcare environment.

Responsibilities

• Coordinate daily coverage and prioritization of case activity.
• Provide consultation on complex or escalated concerns and serve as a resource on complaint and grievance processes.
• Support onboarding, operational reporting, and development of standard work to strengthen consistency and team effectiveness.
• Monitor case activity, timelines, and performance indicators; prepare routine and ad hoc reports.
• Escalate matters requiring management, regulatory, risk, safety, or compliance review.

Skills

Leadership

Healthcare operations

Regulatory compliance

Staff training

Communication

Education

Certified Patient Experience Professional (CPXP)

Job description

University of Vermont Medical Center is seeking a Patient Advocate Lead to oversee the Patient Advocate team within the Patient Experience department in Burlington, VT.

Reporting to the Patient Experience Manager with system-level oversight, this role ensures consistent workflows, timely case progression, accurate documentation, and regulatory alignment while maintaining focus on service excellence and staff support.