Patient Experience Manager

University of Colorado Anschutz Medical Campus

Department: Dental Clinic- Clinical Affairs

Job Title: Patient Experience Manager

Position #: 00740863– Requisition 38372

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)<