Patient Experience Lead

University of Vermont Health Network•Burlington, VT

13d•$23 - $33•Onsite

About The Position

The Patient Experience Lead provides day-to-day leadership, direction, and operational oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers. As the frontline operational lead, this position ensures appropriate staffing, workflow management, service coverage, and consistent execution of service standards across patient-facing areas. The Lead serves as a primary day-to-day resource for staff and volunteers, providing operational direction, coaching, mentoring, and problem resolution. The role prioritizes work, adjusts staffing assignments to meet operational needs, addresses service concerns in real time, and serves as the first point of contact for workflow, staffing, and operational issues. The position leads onboarding, training, orientation, and ongoing staff and volunteer development. Working with operational partners, the Lead supports staff performance, reinforces accountability to service standards, and promotes service excellence, teamwork, and continuous improvement. The Lead monitors workflow and staffing needs, reallocates resources as appropriate, and resolves operational issues to maintain effective service delivery. The incumbent provides ongoing coaching, mentorship, and performance feedback, and partners with leadership to address performance concerns and support professional development. The role proactively identifies opportunities to enhance processes, improve operational efficiency, and strengthen the patient, family, visitor, and staff experience. In the absence of the Patient Experience Manager, the incumbent assumes delegated operational responsibility to ensure continuity of services and execution of departmental priorities.

Requirements

Two to three years of experience in customer service in a healthcare setting or another customer-focused environment.
Ability to diffuse agitated customers or patients and handle stressful situations.
Professional manner and excellent verbal communication skills.
Demonstrated ability to deal effectively and compassionately with sensitive situations.

Nice To Haves

Associate's degree preferred.
Relevant work experience may be considered in place of an Associate's degree.
Experience working with communities or populations experiencing barriers to health care access is beneficial.

Responsibilities

Provide day-to-day leadership, direction, and operational oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers.
Ensure appropriate staffing, workflow management, service coverage, and consistent execution of service standards in patient-facing areas.
Provide operational direction, coaching, mentoring, and problem resolution for staff and volunteers.
Prioritize work activities and adjust staffing assignments to meet operational needs.
Address service concerns in real time and serve as the first point of contact for workflow, staffing, and operational issues.
Lead onboarding, training, orientation, and ongoing staff and volunteer development.
Support staff performance, reinforce accountability to service standards, and promote service excellence, teamwork, and continuous improvement.
Monitor workflow and staffing needs, reallocate resources, and resolve operational issues to maintain effective service delivery.
Provide performance feedback and partner with leadership to address performance concerns and support professional development.
Identify opportunities to enhance processes, improve operational efficiency, and strengthen the patient, family, visitor, and staff experience.
Assume delegated operational responsibility in the absence of the Patient Experience Manager to ensure service continuity and execution of departmental priorities.