Patient Experience Manager

University of Colorado•Aurora, CO

31d•Onsite

About The Position

The School of Dental Medicine (SDM) has an opening for a Patient Experience Manager. This role is responsible for advancing a culture of service excellence across the clinical enterprise and ensuring an exceptional, patient-centered care environment. The Patient Experience Manager serves as the primary liaison for patient feedback and service recovery, coordinates improvement initiatives that enhance the overall patient journey, and partners with students, residents, faculty, and staff to support a high-quality clinical experience. The position resolves low- to mid-level patient concerns, oversees patient-relations processes, and uses patient experience and operational data to inform improvements aligned with institutional goals for access, quality, professionalism, and patient satisfaction. The Patient Experience Manager supervises one full-time Health Care Professional and collaborates closely with clinical leadership, operational teams, and administrative partners. The role reports to the Clinical Professor and Senior Associate Dean for Clinics and Professional Practice and represents the school in all matters related to patient experience strategy, service excellence training, and institutional reporting.

Requirements

Bachelor's degree in biological science, nutrition, nursing, health, human services, psychology, counseling, social work, or a directly related field from an accredited institution
Four years of experience in a customer- or patient-facing role within a healthcare, dental, higher-education, or related field.
One year of supervisory experience
A combination of education and related technical/military/paraprofessional experience may be substituted for a bachelor's degree on a year for year basis but not for the year of supervisory experience.
Applicants must meet minimum qualifications at the time of hire.
Ability to establish and maintain positive, constructive, and effective working relationships with the Dean, Associate Deans, Chairs, Directors, faculty staff students and professional personnel at all levels.
Ability to effectively communicate with Deans, Chairs, Directors faculty, staff and the public
Strong leadership and supervisory skills.
Ability to use sound judgment and work with all levels of personnel.
Ability to organize and develop well-written reports and to effectively present reports orally.
Ability to draft and update policies, procedures and guidelines in accordance with School of Dental Medicine policies and procedures, and university, state and federal laws and regulations.
Ability to work under tight deadlines with some after-hours work.
Ability to set priorities and to plan, organize and coordinate multiple projects and activities simultaneously.

Nice To Haves

Master's degree in biological science, nutrition, nursing, health, human services, psychology, counseling, social work, or a directly related field from an accredited institution
A working knowledge of dentistry and dental procedures and terminology
Experience mitigating customer or patient complaints / concerns, preferably in a health care setting
Proficiency with various data management platforms, including excel, Smartsheets, power BI, or other related platforms

Responsibilities

Serve as the central point of contact for patient concerns, complaints, grievances, and recommendations.
Facilitate timely, professional service-recovery and concern-resolution communication and documentation consistent with institutional policy, regulatory expectations, and risk-management guidance.
Develop, implement, and evaluate strategies to improve the patient experience across all clinical settings.
Lead initiatives that enhance service culture and reinforce behaviors consistent with patient-centered care values.
Provides indirect and direct supervision of area staff.
Monitoring employee productivity and provide constructive feedback and coaching.
Oversees Senior Smiles and Generations funding implementation/auditing. Responsible for training of all pertinent staff and providers to ensure understanding and maximum participation of these programs.