Director of Patient Experience

Aviata; Palm Harbor (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Aviata is seeking a Director of Patient Experience at Countryside in Palm Harbor, FL to lead initiatives that improve resident and family experiences. This role partners with interdisciplinary teams to foster a hospitality-driven culture and engage residents, families, and staff.

The DPE conducts daily rounds, supports admissions, promotes outstanding service, and tracks patient experience metrics to drive continuous improvement across the center.

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.

Responsibilities

• Conduct daily rounds to engage with residents, assess satisfaction, and provide emotional support.
• Identify and elevate 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.

Skills

Communication

Relationship-building

Problem-solving

Interpersonal skills

Education

High school diploma

Job description

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 elevate 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