Patient Experience Manager

Job Summary:

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.

Key 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.

Work Location:

Onsite - this role is expected to work onsite and is located in Aurora, Co.

Why Join Us:

Why work for the University?

We have AMAZING benefits and offer exceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options

• Dental: Multiple plan options

• Additional Insurance: Disability, Life, Vision

• Retirement 401(a) Plan: Employer contributes 10% of your gross pay

• Paid Time Off: Accruals over the year

• Vacation Days: 22/year (maximum accrual 352 hours)

• Sick Days: 15/year (unlimited maximum accrual)

• Holiday Days: 10/year

• Tuition Benefit: Employees have access to this benefit on all CU campuses

• ECO Pass: Reduced rate RTD Bus and light rail service

There are many additional perks & programs with the CU Advantage.

Qualifications:

Minimum Qualifications:

• 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.

Preferred Qualifications:

• 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

Knowledge, Skills and Abilities:

• 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.

How to Apply:

For full consideration, please submit the following document(s):

1. A letter of interest describing relevant job experiences as they relate to listed job qualifications and interest in the position (only use if a cover letter is necessary)

2. Curriculum vitae / Resume

3. Three to five professional references, including name, address, phone number (mobile number if appropriate), and email address

Questions should be directed to: Jordan Thomas, Jordan.Thomas@CUAnschutz.edu

Screening of Applications Begins:

Immediately and continues until position is filled. For best consideration, apply by 12/01/2025.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as HIRING RANGE $83,170 - 105,793 annually.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. This position may be eligible for overtime compensation, depending on the level.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Total Compensation Calculator

Equal Employment Opportunity Statement:

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

ADA Statement:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@cuanschutz.edu.

Background Check Statement:

The University of Colorado Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine preventable diseases. If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety sensitive job duties, you must enroll in the occupational health medical surveillance program.