Manager of Patient Experience & Advocacy

JOB DESCRIPTION:

The Manager of Patient Experience & Advocacy is responsible for providing operational oversight and strategic planning for a unified vision for the patient experience that supports compassionate, respectful, and coordinated care for patients and their families. This role focuses on creating an environment that promotes dignity, comfort, safety, and ease of access across the organization, while ensuring patients feel informed, supported, and valued throughout their care journey. The Manager plays a key role in advancing a culture of inclusion and accessibility for individuals of all backgrounds and abilities.

In support of these goals, the Manager oversees the planning, staffing, and day-to-day operations of key patient-facing entry points, including screening processes, information desks, front entry support, and systems related to visitor access and authorization. This work ensures that the first and ongoing points of contact align with patient-centered standards and contributes to a consistently positive care experience.

The Manager also provides oversight for Volunteer Services as one component of the broader patient experience strategy. In collaboration with the Director of Patient Experience, the role supports the alignment of volunteer engagement with organizational priorities, ensuring volunteers are effectively integrated where they enhance patient support and operational needs. Responsibilities include guiding recruitment and coordination efforts, supporting staff who manage volunteers, and evaluating volunteer program effectiveness to ensure alignment with evolving patient experience goals.

The Manager supervises the Lead Patient and Family Advocate, providing administrative oversight, performance management, operational support, and alignment of advocacy services with departmental and organizational goals. Through the Lead role, the Manager helps ensure appropriate resources, collaboration, and integration of advocacy services within the broader patient experience program. The Manager is not responsible for the direct supervision or professional practice oversight of Patient and Family Advocates. Professional standards, advocacy practice direction, program development, and direct supervision of advocacy work are provided by the System-level Patient Experience Manager to ensure consistency and effectiveness across the health system.

Working collaboratively with leaders and teams across the organization, the Manager advances UVMMC's mission by designing and implementing human experience, education, and coaching initiatives that strengthen service behaviors and reinforce a culture of patient-centered care. These efforts support employees and volunteers alike in delivering meaningful, compassionate interactions that elevate the overall patient experience.

EDUCATION:
A bachelor's degree related to health care field is preferred or er equivalent work experience.

EXPERIENCE:

At least two years of experience working with patients and families or volunteers in a clinical setting is required. Supervisory experience in a healthcare or other service industry setting is preferred, including experience in customer service-related roles. Additional experience in clinical quality, process improvement, or project management in an acute care hospital setting is highly desirable.