Director of Patient Experience

Aviata at Sand Key•Clearwater, FL

1d•Onsite

About The Position

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.

Requirements

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
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

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