System Manager Patient Experience

University of Vermont Medical Center; South Burlington (VT); On-site; USD 120,000 - 180,000; Full time

Job summary

University of Vermont Medical Center seeks a System Manager Patient Experience to lead systemwide standards, workflows, and performance expectations for Patient and Family Advocacy and Advisor/Council programs. The role reports to the System Director Patient Experience and partners with program leads across the system.

The ideal candidate has a Bachelor's degree in a related field and CPXP certification within 12 months, plus at least five years in healthcare with patient experience leadership

Qualifications

• Bachelor's degree in healthcare administration, nursing, business, social work, public health, human services, or related field.
• CPXP certification required or attainable within 12 months.
• Minimum 5 years healthcare experience, including 3 years in patient experience, advocacy, quality, or leadership.
• Experience leading cross-functional initiatives and using data to drive improvement.

Responsibilities

• Lead systemwide patient and family advocacy and related programs.
• Provide functional direction and accountability for shared system priorities.
• Oversee policy governance, regulatory readiness, data quality, technology, and resource planning.
• Translate patient and family input into organizational improvement.

Skills

Leadership

Cross-functional collaboration

Data-driven improvement

Policy governance

Regulatory readiness

Education

Bachelor's degree in healthcare administration, nursing, business, social work, public health, human services, or related field

CPXP certification within 12 months

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.