Director of Patient Experience

Position Overview

The Director of Patient Experience (DPE) at Aviata Health Group's Englewood location is dedicated to elevating the experience of residents and their families within the facility. Collaborating closely with interdisciplinary teams, this role aims to cultivate a hospitality-oriented atmosphere, deepen relationships, and promote a positive, engaging environment for residents, families, and staff alike.

Primary Responsibilities

• Conduct daily rounds to engage directly with residents, evaluate their satisfaction, and offer emotional support.
• Identify concerns promptly and escalate them when necessary, ensuring swift follow-up in coordination with departmental leaders.
• Facilitate new resident admissions by welcoming newcomers and confirming readiness of their rooms.
• Champion a culture of excellent customer service, encouraging family involvement and positive online reviews.
• Assist with organizing resident activities, meal services, and encourage community participation.
• Track and communicate patient experience indicators such as feedback trends and online reputation.
• Engage in Quality Assurance and Performance Improvement (QAPI) programs.
• Support operational aspects during facility surveys and uphold a welcoming atmosphere.

Required Qualifications

• High school diploma or an equivalent certification is mandatory.
• Three to five years of relevant experience in healthcare, hospitality, or patient relations; experience in skilled nursing is preferred.
• Excellent communication abilities, strong skills in relationship-building, and effective problem-solving.
• Familiarity with patient rights, customer service standards, and healthcare regulatory requirements.

Ideal Candidate Attributes

• A compassionate individual focused on customer service excellence.
• Excellent interpersonal skills with the ability to resolve conflicts effectively.
• A strong commitment to delivering outstanding experiences for residents and their families.
• Team-oriented collaborator with a focus on continuous improvement initiatives.