Director of Patient Experience (DPE)

Job Description

Job Description

Director of Patient Experience (DPE)

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

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