Patient Advocate Lead

JOB DESCRIPTION:

The Patient Advocate Lead is an integral member of the Patient Experience team and supports the day-to-day operations of Patient & Family Advocacy services at the University of Vermont Medical Center (UVMMC). Reporting to the UVMMC Patient Experience Manager, with matrixed reporting to the System Manager of Patient Experience, this role serves as the operational lead for the Patient Advocate team and promotes consistent workflows, timely case progression, accurate documentation, regulatory alignment, and service excellence.
The Patient Advocate Lead coordinates daily coverage, supports the prioritization of case activity, provides consultation on complex or escalated concerns, and serves as a resource to Patient Advocates regarding complaint and grievance processes, documentation practices, and workflows. The incumbent also supports onboarding, operational reporting, and the development of standard work to strengthen consistency and team effectiveness.
The incumbent monitors case activity, timelines, and performance indicators; prepares routine and ad hoc reports; identifies emerging themes and operational concerns; and escalates matters requiring management, regulatory, risk, safety, or compliance review. Working closely with local and system Patient Experience leadership, the Patient Advocate Lead supports alignment of Patient Advocacy practices, metrics, and improvement priorities across the organization.
This is a working lead position that may maintain a more limited caseload and provide direct case support based on complexity, escalation, coverage needs, and operational priorities. The position provides functional and operational leadership but does not have direct reports or responsibility for formal personnel management.

EDUCATION:

A combination of relevant education and professional experience in patient advocacy, patient experience, healthcare, social services, conflict resolution, or a related field is required. Certified Patient Experience Professional (CPXP) preferred or willingness to pursue certification once eligibility requirements are met.

EXPERIENCE:

Three to five years of progressive experience in patient advocacy, patient experience, or a related role within a complex healthcare environment. Experience supporting team operations, serving as a subject-matter resource, providing staff training, consulting on complex cases, and producing operational reports is preferred.