Patient Experience Leader: Frontline Service & Staffing

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

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