System Manager Patient Experience

UVM Health - UVM Medical Center; South Burlington (VT); On-site; USD 120,000 - 160,000; Full time

Job summary

The System Manager Patient Experience at UVM Health - UVM Medical Center leads system-level efforts to advance a consistent, equitable, and high-quality patient and family experience across the system.

Reporting to the System Director Patient Experience, the Manager drives standards, workflows, performance expectations, reporting, and improvement priorities for Patient and Family Advocacy and Advisor/Council programs.

Qualifications

• Leadership and influence across system-level teams.
• Ability to translate patient input into actionable improvements across multiple programs.
• Strong data skills to monitor experience metrics and report findings.
• Knowledge of policy governance and regulatory readiness in healthcare.

Responsibilities

• Lead systemwide standards, workflows, and performance expectations for Patient and Family Advocacy and Advisor programs.
• Provide coaching and accountability for shared system priorities across partner-level leads.
• Oversee infrastructure to support programs, including policy governance, data quality, technology, training, and resource planning.
• Translate patient and family input into organizational improvement and identify disparity risks.

Skills

Leadership

Cross-functional collaboration

Data-driven decision making

Policy governance

Healthcare systems alignment

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.