Director of Resident Experience & Hospitality

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

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.