System Manager Patient Experience

The University of Vermont Health Network; Burlington, Northern (VT, KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

The University of Vermont Health Network is seeking a System Manager, Patient Experience, to advance a consistent, equitable, and high-quality patient and family experience across the system. The role reports to the System Director and leads performance standards, reporting, and improvement priorities for Patient Experience programs.

The position requires a Bachelor’s degree in a related field and CPXP certification (or plan to attain within 12 months), with at least 5 years of healthcare

Qualifications

• Bachelor's degree in healthcare administration, Nursing, Business, Social Work, Public Health, Human Services, or related field required or equivalent work experience.
• CPXP certification required or attainable within 12 months.
• Minimum 5 years healthcare experience, including 3 years in patient experience, advocacy, quality, service excellence, or related leadership.
• Experience leading cross-functional initiatives and using data to drive improvement.
• Experience influencing coordinated change across healthcare systems with multiple partner organizations.

Responsibilities

• Lead systemwide patient experience standards and improvement priorities.
• Oversee policy governance, regulatory readiness, and data quality.
• Coordinate cross-functional initiatives across partner organizations.
• Translate patient input into organizational improvement.

Skills

Leadership

Data analysis

Stakeholder engagement

Cross-functional collaboration

Education

Bachelor's degree in healthcare administration, Nursing, Business, Social Work, Public Health, Human Services, or related field

CPXP certification

Job description

JOB DESCRIPTION:
The System Manager Patient Experience is a system-level leadership role responsible for advancing a consistent, equitable, and high-quality patient and family experience across UVM Health. Reporting to the System Director Patient Experience, the Manager leads systemwide standards, workflows, performance expectations, reporting, and improvement priorities for Patient and Family Advocacy and Patient and Family Advisor/Council programs.

Through matrix reporting relationships with partner-level program leads, the Manager provides functional direction, performance oversight, coaching, and accountability for shared system priorities. The role oversees the infrastructure needed to support effective programs, including policy governance, regulatory readiness, data quality, technology, training, and resource planning. The role also supports complex patient and family concerns, analyzes experience data and feedback, and partners with system and local leaders to identify risks, address disparities, and translate patient and family input into organizational improvement.

EDUCATION:
Bachelor's degree in healthcare administration, Nursing, Business, Social Work, Public Health, Human Services, or related field required or equivalent work experience. CPXP certification required or attainable within 12 months.

EXPERIENCE:

Minimum 5 years healthcare experience, including 3 years in patient experience, advocacy, quality, service excellence, or related leadership. Experience leading cross-functional initiatives and using data to drive improvement required. An ideal candidate has experience influencing coordinated change across healthcare systems to establish alignment with multiple partner organizations that have disparate patient experience workflows/policies/structures.