Director of Patient Experience & Service Excellence

Marquis Health Consulting Services; Richmond (VA); Sur place; USD 62 000 - 65 000; Plein temps

Avantages offerts par ce poste

Tuition reimbursement

Employee referral bonus

Health, vision, and dental benefits

401(k) with match

Employee engagement and culture commit

Company-sponsored life insurance

Employee assistance program (EAP)

Résumé du poste

Southampton Rehabilitation and Healthcare Center in Richmond, VA, is hiring a Director of Patient Experience to champion resident satisfaction and service excellence within a 196-bed Sub-Acute and Long-Term Care setting. This full-time role supports Marquis Health Consulting Services to foster a welcoming, patient-centered culture.

Responsibilities include rounds, serving as primary contact, addressing concerns, leading ambassador programs, and collaborating with department leaders to improve

Qualifications

• Bachelor’s degree preferred; equivalent education and experience may be considered.
• Minimum of two years in healthcare, long-term care, senior living, hospitality, or related field preferred.

Responsabilités

• Conduct daily resident and family rounds to gather feedback and assess satisfaction.
• Serve as primary contact for residents and families seeking information or support.
• Address concerns and coordinate timely follow-up with department leaders.
• Lead and oversee ambassador rounding programs to enhance the resident experience.
• Maintain documentation of concerns, grievances, and resolutions per facility policy.
• Monitor guest service line usage and identify feedback trends for service improvement.
• Collect and analyze resident satisfaction data to identify trends and opportunities for improvement.

Connaissances

Interpersonal skills

Communication

Customer service

Conflict resolution

Leadership

Problem solving

Organizational skills

Documentation

Microsoft Office

Electronic health records

Formation

Bachelor’s degree in Healthcare Administration, Business Administration, Social Work, Communications, Public Health, Hospitality Management

Outils

Microsoft Office

Electronic health records

Description du poste

Southampton Rehabilitation and Healthcare Center in Richmond, VA, is hiring a Director of Patient Experience to champion resident satisfaction and service excellence within a 196-bed Sub-Acute and Long-Term Care setting. This full-time role supports Marquis Health Consulting Services to foster a welcoming, patient-centered culture.

Responsibilities include rounds, serving as primary contact, addressing concerns, leading ambassador programs, and collaborating with department leaders to improve