Building Name: UVMMC - Medical Center - Main Campus
Location Address: 111 Colchester Avenue, Burlington Vermont
Regular
Department: Patient and Family Experience
Full Time
Standard Hours: 40
Biweekly Scheduled Hours:
Shift: Day
Primary Shift: -
Weekend Needs: Other
Salary Range: Min $22.93 Mid $28.19 Max $33.44
Recruiter: Chelsea Therrien
JOB DESCRIPTION:
The Patient Experience Lead provides day-to-day leadership, direction, and operational oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers. Serving as the frontline operational lead, this position is responsible for ensuring appropriate staffing, workflow management, service coverage, and consistent execution of service standards across patient-facing areas.
The Patient Experience Lead serves as the primary day-to-day resource for staff and volunteers, providing operational direction, coaching, mentoring, and problem resolution. The role prioritizes work activities, 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.
This position provides leadership for onboarding, training, orientation, and ongoing staff and volunteer development. Working closely with operational partners, the Patient Experience Lead supports staff performance, reinforces accountability to service standards, and promotes a culture of service excellence, teamwork, and continuous improvement.
The Patient Experience Lead provides real-time operational oversight, monitors workflow and staffing needs, reallocates resources as appropriate, and resolves operational issues to maintain efficient and effective service delivery. The incumbent delivers ongoing coaching, mentorship, and performance feedback to staff and volunteers, while partnering with leadership to address performance concerns and support professional development.
The Patient Experience Lead 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 successful execution of departmental priorities.
Associate's degree preferred or relevant work experience.
This is a bargaining union position.
The University of Vermont Medical Center is part of a six-hospital network serving patients and their families in Vermont and northern New York. We're not just caregivers and staff - we're your friends and neighbors, offering expertise, kind words and compassionate care when and where you need them. We are dedicated to providing you with the best medical care possible.
The University of Vermont Medical Center, along with the Robert Larner M.D. College of Medicine The University of Vermont and College of Nursing and Health Sciences, is one of 138 academic medical centers in the country. Through The University of Vermont Health Network and collaborative relationships throughout Vermont and northern New York, we are able to provide the highest quality care, informed by academic research, to patients throughout our region.
The UVM Medical Center, along with its three founding organizations, The University of Vermont College of Medicine and College of Nursing and Health Sciences, share a rich history dating back to the 1800s.
The UVM Medical Center is committed to the development of an Integrated Delivery System which provides high value health care to the communities we serve and enhances our academic mission. Our mission is to improve the health of the people in the communities we serve by integrating patient care, education, and research in a caring environment.
