Healthcare Experience Program Manager

University Staff

Description

University of Colorado Anschutz Medical Campus

Department : Community Practice

Job Title : Healthcare Experience Program Manager

Position # : 00780193 - Requisition # : 38281

Job Summary :

The Healthcare Experience Program Manager advances a culture of service excellence and continuous improvement across the CU School of Medicine Community Practice Division. This role leads patient, staff, and provider experience initiatives that promote empathy, communication, and patient- and family-centered care.

Working closely with leadership, the Program Manager analyzes experience data, coordinates division-wide improvement projects, and serves as the primary contact for escalated patient and staff concerns. The role also partners with the Manager of Education & Compliance to deliver training programs that enhance communication and service recovery skills across clinics. This position is ideal for a dynamic professional who excels in collaboration, data-driven improvement, and fostering positive relationships in healthcare environments.

Key Responsibilities :

Patient Experience (40%)

Lead and coordinate programs to improve patient and family experience across Community Practice clinics.

Analyze patient feedback and Epic data to identify trends and opportunities for improvement.

Partner with leadership to define outcome measures and develop transparent benchmarking tools.

Respond to escalated concerns with empathy and ensure timely resolution.

Communicate results and actionable strategies to drive service excellence and patient-centered care.

Staff Experience (30%)

Collaborate with leadership to build a culture of respect, accountability, and teamwork.

Manage and analyze staff and provider engagement surveys to inform improvement efforts.

Develop and implement action plans that enhance workplace culture and well-being.

Coordinate recognition and team-building activities that foster belonging and collaboration.

Support psychologically safe work environments where all staff feel valued and supported.

Provider & Staff Training (20%)

Develop and deliver training on patient experience, communication, service recovery, and de-escalation.

Partner with the Manager of Education & Compliance to design and improve new hire orientation.

Facilitate workshops that strengthen empathy, communication, and customer service skills.

Evaluate training effectiveness using participant feedback and outcome data.

Provide coaching and educational resources to promote consistency in service excellence.

Additional Responsibilities (10%)

Participate in strategic planning and integration of new programs across clinics.

Lead project management activities to advance patient and staff experience outcomes.

Analyze and report experience data for leadership and quality improvement initiatives.

Represent the division on committees and community partnerships supporting quality and engagement.

Demonstrate professionalism, adaptability, and accountability in a dynamic healthcare environment.

Work Location :

Hybrid - this role is eligible for a hybrid schedule of 4 days per week on campus and as needed for in-person meetings.

Why Join Us :

Community Practice Medicine, housed within the School of Medicine at the University of Colorado, is seeking trained medical professionals to join our growing team. With clinics spanning from Longmont to Castle Rock, we offer a wide variety of opportunities. Specialty areas include but are not limited to : Orthopedics, Vascular Surgery, OBGYN, Internal Medicine, Urology, Psychiatry, and many more!

The University of Colorado Anschutz Medical Campus is a public education, clinical, and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers, and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care.

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 :

A bachelor's degree in healthcare administration, public health, nursing, business, psychology, organizational development, or a related field.

Four (4) or more years of experience in a healthcare or customer service environment, including patient or client interaction, service recovery, and supervision or leadership responsibilities.

Substitution : A combination of education and related technical / military / paraprofessional experience may be substituted for a bachelor's degree on a year-for-year basis.

Applicants must meet minimum qualifications at the time of hire.

Conditions of Employment :

Must be able to travel to alternate locations assigned.

Must be able to work in person.

Preferred Qualifications :

Master's degree in healthcare administration, nursing, business, organizational leadership, or related field.

Experience in a healthcare setting focused on patient experience, quality improvement, staff engagement, or customer service excellence.

Experience with Epic reporting and dashboards, NRC Health or other patient experience survey platforms, and workforce or engagement survey tools.

Experience designing, delivering, and evaluating training programs related to communication, service recovery, or de-escalation.

Experience with NRC, Press Ganey, HCAHPS, or comparable experience frameworks.

Certification or formal training in Lean, PDSA, Six Sigma, or other process improvement methodologies.

Knowledge, Skills, and Abilities :

Must be able to work both independently and in a collaborative environment.

Must be able to maintain a high level of adaptability and excel with interpersonal skills and emotional intelligence.

Strong group facilitation and conflict management skills.

Demonstrated knowledge of HIPAA, as well as state and federal regulatory requirements.

Excellent attention to detail and ability to identify regulatory gaps or risks.

Strong analytical, organizational, and teaching skills.

Ability to manage multiple concurrent projects across geographically distributed sites.

Ability to communicate effectively, both in writing and orally.

Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.

Outstanding customer service skills.

Must have strong presentation skills to showcase credibility and effectiveness.

Must be able to perform the professional and / or technical competencies of the assigned unit or department.

Must be able to recognize and respond appropriately to urgent / emergent situations.

Computer Skills : MS Outlook, PowerPoint, Word, Excel.

Strong medical terminology knowledge and skills.

Ability to identify problems and recommend solutions.

Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.

Within the scope of the job, requires critical thinking skills, decisive judgement, and the ability to work with minimal supervision.

Must be able to work in a fast-paced environment and take appropriate action.

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 the listed job qualifications and interest in the position.

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 : Chelsea Campbell, chelsea.r.campbell@cuanschutz.edu

Screening of Applications Begins :

Immediately and continues until the position is filled. For best consideration, apply within 12 / 14 / 25.

Anticipated Pay Range :

The starting salary range ( or hiring range ) for this position has been established as $79,844 to $101,561.

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 .

Application Materials Required : Cover Letter, Resume / CV, List of References

Job Category

: Health Care

Primary Location

: Hybrid

Department : U0001 Anschutz Med Campus or Denver - 21944 - SOM-DEAN DO COMM PRACTICE ADM

Schedule

: Full-time

Posting Date

: Nov 14, 2025

Unposting Date

: Ongoing

Posting Contact Name : Chelsea Campbell

Posting Contact Email : chelsea.r.campbell@cuanschutz.edu

Position Number : 00780193