Patient Experience Lead - Frontline Ops & Staff Coach

University of Vermont Medical Center; Burlington (VT); On-site; USD 65,000 - 90,000; Full time

Job summary

University of Vermont Medical Center is seeking a Patient Experience Lead responsible for directing Ambassadors, Circle Entrance Assistants, Welcoming Specialists, and Volunteers. You will manage staffing, workflows, and service standards in patient-facing areas to ensure smooth operations.

The role emphasizes coaching, mentoring, onboarding, and ongoing staff development, partnering with leadership to address performance and drive continuous improvement in patient experience.

Qualifications

• Two to three years of customer service experience in a healthcare or patient-focused setting.
• Ability to diffuse agitated customers/patients and handle stressful situations.
• Professional appearance and excellent verbal communication skills.
• Experience working with communities facing barriers to health care access.
• Compassionate handling of sensitive situations.

Responsibilities

• Provide day-to-day leadership and staffing oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers.
• Coach, mentor, and resolve staff and volunteer issues.
• Oversee onboarding, training, orientation, and ongoing staff development.
• Ensure service standards and continuous improvement across patient-facing areas.

Skills

Customer service

Verbal communication

Staff leadership

Education

Associate's degree preferred

Job description

University of Vermont Medical Center is seeking a Patient Experience Lead responsible for directing Ambassadors, Circle Entrance Assistants, Welcoming Specialists, and Volunteers. You will manage staffing, workflows, and service standards in patient-facing areas to ensure smooth operations.

The role emphasizes coaching, mentoring, onboarding, and ongoing staff development, partnering with leadership to address performance and drive continuous improvement in patient experience.