System Manager Patient Experience

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.