Director of Patient Experience

The Director of Patient Experience serves as a resource for residents, families, and staff by supporting efforts that promote resident satisfaction, engagement, and person-centered care. This position works collaboratively with facility departments to gather feedback, address concerns, monitor satisfaction trends, and support service excellence throughout the resident experience.


The Director assists with resident and family relations activities, supports quality improvement efforts, and helps promote a positive environment for residents, families, visitors, and staff. This role functions as a liaison among residents, families, and facility leadership to encourage open communication and timely resolution of concerns.


$50,000-$55,000/year

Essential Duties and Responsibilities

Resident and Family Experience

• Conduct daily resident and family rounds to gather feedback regarding services and care.

• Serve as a point of contact for residents and families seeking assistance, information, or support.

• Assist with addressing resident and family concerns and facilitate appropriate follow-up when needed.
• Ensure daily readiness to make a strong first impression on new admissions, family members, and visitors.

• Serve as Lead in support of optimal center Management Ambassador Programming Rounds.

• Maintain documentation related to resident grievances, concerns, and resolutions.

• Monitor and lead the Center Guest Service Line Utilization, assessing feedback trends and opportunities for improvement.

• Devise and support center-level strategy to showcase patient satisfaction through Marquis signature clap-outs, testimonials, and review solicitations.

Resident Satisfaction and Quality Support

• Collect, review, and monitor resident and family satisfaction feedback.

• Assist with identifying trends and opportunities that may enhance the resident experience.

• Collaborate with department leaders to support service improvement efforts.

• Prepare routine reports related to resident satisfaction and experience measures.

• Participate in quality assurance and performance improvement activities as requested.

Staff Support and Service Excellence

• Support customer service education and training activities for staff.

• Provide resources and guidance that encourage positive communication and service recovery practices.

• Promote a culture of courtesy, respect, and responsiveness.

• Assist with employee recognition efforts related to resident-centered service.

Qualifications

Education

• Bachelor's degree in Healthcare Administration, Business Administration, Social Work, Communications, Public Health, Hospitality Management, or a related field preferred.

• An equivalent combination of education and relevant experience may be considered.

Experience

• A minimum of two years of experience in healthcare, long-term care, senior living, hospitality, customer service, or a related field is preferred.

• Experience working within a healthcare or hospitality setting is preferred, but not required.

• Supervisory experience is beneficial but not required.

Knowledge, Skills, and Abilities

• Strong interpersonal, communication, and conflict-resolution skills.

• Ability to build positive relationships with residents, families, staff, and visitors.

• Strong organizational and documentation skills.

• Ability to collect and review data and communicate findings effectively.

• Proficiency with Microsoft Office applications and electronic healthcare systems is preferred.

Benefits for Director of Patient Experience:

• Employee referral bonus
• Health, vision, and dental benefits
• 401(k) with match
• Employee engagement and culture committee
• Company-sponsored life insurance
• Employee assistance program (EAP) resources

The facility provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment of any kind. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. All qualified applicants are encouraged to apply.