Patient Experience Lead

The University of Vermont Health Network; Burlington (VT); On-site; USD 60,000 - 80,000; Full time

Job summary

The University of Vermont Health Network seeks a Patient Experience Lead to supervise Ambassadors, Circle Entrance Assistants, Welcoming Specialists, and Volunteers across patient-facing areas. You will coordinate staffing, monitor workflows, coach staff, and address service concerns in real time to uphold service standards.

Responsibilities include onboarding and ongoing staff development, partnering with leaders to improve patient and family experiences, and ensuring continuity of service when

Qualifications

• Two to three years of experience in customer service in a healthcare or similar setting.
• Ability to diffuse agitated customers and handle stressful situations.
• Professional appearance and excellent verbal communication.
• Experience working with communities facing barriers to healthcare access is beneficial.
• Experience dealing compassionately with sensitive situations.

Responsibilities

• Lead staffing for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers across patient-facing areas.
• Provide onboarding, training, orientation, and ongoing staff development.
• Coach, mentor, and resolve performance issues; monitor workflow and staffing.
• Ensure service standards and address concerns in real time.
• Act as day-to-day resource for operational direction and continuity.

Skills

Customer service

Verbal communication

Staff coordination

Education

Associate's degree

Relevant work experience

Job description

JOB DESCRIPTION:

The Patient Experience Lead provides day-to-day leadership, direction, and operational oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers. Serving as the frontline operational lead, this position is responsible for ensuring appropriate staffing, workflow management, service coverage, and consistent execution of service standards across patient-facing areas.

The Patient Experience Lead serves as the primary day-to-day resource for staff and volunteers, providing operational direction, coaching, mentoring, and problem resolution. The role prioritizes work activities, adjusts staffing assignments to meet operational needs, addresses service concerns in real time, and serves as the first point of contact for workflow, staffing, and operational issues.

This position provides leadership for onboarding, training, orientation, and ongoing staff and volunteer development. Working closely with operational partners, the Patient Experience Lead supports staff performance, reinforces accountability to service standards, and promotes a culture of service excellence, teamwork, and continuous improvement.

The Patient Experience Lead provides real-time operational oversight, monitors workflow and staffing needs, reallocates resources as appropriate, and resolves operational issues to maintain efficient and effective service delivery. The incumbent delivers ongoing coaching, mentorship, and performance feedback to staff and volunteers, while partnering with leadership to address performance concerns and support professional development.

The Patient Experience Lead proactively identifies opportunities to enhance processes, improve operational efficiency, and strengthen the patient, family, visitor, and staff experience. In the absence of the Patient Experience Manager, the incumbent assumes delegated operational responsibility to ensure continuity of services and successful execution of departmental priorities.

EDUCATION:

Associate's degree preferred or relevant work experience.

EXPERIENCE:

• Requires two to three years of experience in customer service in a healthcare setting or other customer-focused environment.

• Requires ability to diffuse agitated customers/patients and handle stressful situations.

• Must present oneself in a professional manner and exhibit excellent verbal communication skills.

• Experience working with communities or populations experiencing barriers to health care access beneficial.

• Demonstrated experience dealing effectively and compassionately with sensitive situations.