Director of Patient Experience

Director of Patient Experience (DPE)

Location: Aviata at Countryside
Department: Social Services
Reports To: Executive Director

Work Schedule: Tuesday-Saturday from 11am-7pm

Position Summary
The Director of Patient Experience (DPE) is responsible for enhancing the overall resident and family experience within the center. This role partners with interdisciplinary teams to foster a hospitality-driven culture, strengthen relationships, and support a positive, engaging environment for residents, families, and staff.

Key Responsibilities

• Conduct daily rounds to engage with residents, assess satisfaction, and provide emotional support
• Identify and escalate concerns, ensuring timely follow-up and collaboration with department leaders
• Support new admissions, including welcoming residents and ensuring room readiness
• Promote a culture of customer service, including encouraging positive online reviews and family engagement
• Assist with resident activities, meal service, and overall community engagement
• Monitor and report on patient experience metrics (e.g., feedback trends, online reputation)
• Participate in Quality Assurance and Performance Improvement (QAPI) initiatives
• Support facility operations during surveys and ensure a welcoming environment

Qualifications

• High school diploma or equivalent required
• 3-5 years of experience in healthcare, hospitality, or patient relations (skilled nursing preferred)
• Strong communication, relationship-building, and problem-solving skills
• Knowledge of patient rights, customer service best practices, and regulatory standards

What We're Looking For

• Compassionate, service-oriented professional
• Strong interpersonal and conflict-resolution skills
• Passion for creating exceptional resident and family experiences
• Ability to collaborate across teams and drive continuous improvement

Aviata Health Group participates in background screenings provided by AHCA. For more information, please click on the link