System Manager Patient Experience

The University of Vermont Health Network; South Burlington (VT); On-site; USD 90,000 - 130,000; Full time

Job summary

The University of Vermont Health Network seeks a System Manager Patient Experience to lead system-wide standards, workflows, and performance expectations for patient and family advocacy programs. You will coordinate cross-functional initiatives, analyze feedback data, address disparities, and partner with local leaders to translate input into measurable improvements across the network.

This role reports to the System Director Patient Experience and emphasizes governance, data quality, and

Qualifications

• Bachelor's degree or equivalent work experience is required.
• CPXP certification or attainable within 12 months.
• Minimum 5 years healthcare experience, including 3 years in patient experience or related leadership.
• Experience leading cross-functional initiatives and using data to drive improvement.
• Experience influencing coordinated change across multiple partner organizations.

Responsibilities

• Advance system-wide standards, workflows, and performance expectations for Patient and Family Advocacy and Advisor programs.
• Provide functional direction, coaching, and accountability for shared system priorities.
• Oversee infrastructure to support programs, including policy governance, data quality, and resource planning.
• Analyze experience data and feedback, identify risks and disparities, and translate input into improvements.
• Partner with system and local leaders to drive organizational improvement across the network.

Skills

Leadership

Healthcare experience

Cross-functional collaboration

Data-driven improvement

Education

Bachelor's degree in healthcare administration

CPXP certification or attainable 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.