Patient Experience Lead: Frontline Ops & Coaching

UVM Health; Burlington (VT); Hybrid; USD 55,000 - 75,000; Full time

Job summary

UVM Health in Burlington, VT seeks a Patient Experience Lead to oversee frontline staff and volunteers, ensuring staffing, workflow, and consistent service standards across patient-facing areas. The role provides coaching, mentoring, and real-time problem resolution, partners with leadership on performance, and promotes a culture of service excellence, teamwork, and continuous improvement.

The incumbent leads onboarding and ongoing staff development, focuses on compassionate patient care, and

Qualifications

• Two to three years of experience in customer service in a healthcare setting or similar environment.
• Ability to diffuse agitated customers/patients and handle stressful situations.
• Professional presentation and excellent verbal communication skills.
• Experience working with communities facing barriers to health care access is beneficial.
• Demonstrated ability to handle sensitive situations with compassion.

Responsibilities

• Provide day-to-day leadership for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers.
• Coordinate staffing and workflow to ensure service coverage in patient-facing areas.
• Coach, mentor, and resolve staffing and operational issues in real time.
• Oversee onboarding, training, orientation, and ongoing staff development; reinforce service standards.
• Identify opportunities to enhance processes and improve the patient, family, visitor, and staff experience.

Skills

Customer service

Healthcare environment experience

De-escalation

Verbal communication

Professional demeanor

Community outreach understanding

Education

Associate's degree

Job description

UVM Health in Burlington, VT seeks a Patient Experience Lead to oversee frontline staff and volunteers, ensuring staffing, workflow, and consistent service standards across patient-facing areas. The role provides coaching, mentoring, and real-time problem resolution, partners with leadership on performance, and promotes a culture of service excellence, teamwork, and continuous improvement.

The incumbent leads onboarding and ongoing staff development, focuses on compassionate patient care, and