Director, Patient Experience & Service Excellence

Apploi; Newport News (VA); Sur place; USD 50 000 - 55 000; 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 team

Company-sponsored life insurance

Employee assistance program (EAP)

Résumé du poste

Newport Post Acute and Healthcare Center in Newport News, VA is seeking a Director of Patient Experience to champion resident satisfaction and service excellence. This role collaborates with interdisciplinary teams, leads ambassador programs, and analyzes satisfaction data to drive quality improvements.

The position requires a bachelor’s degree in a related field and at least two years of healthcare or hospitality experience, with strong communication and leadership skills.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, Social Work, Communications, Public Health, Hospitality Management, or a related field preferred; equivalent education and experience may be considered.
• Minimum of two years of experience in healthcare, long-term care, senior living, hospitality, customer service, or related field preferred.
• Strong interpersonal, communication, customer service, and conflict-resolution skills.
• Ability to collect, analyze, and communicate resident satisfaction data effectively.

Responsabilités

• Conduct daily resident and family rounds to gather feedback regarding care, services, and overall satisfaction.
• Serve as a primary point of contact for residents and families seeking information, assistance, or support.
• Address resident and family concerns and coordinate timely follow-up with appropriate department leaders.
• Ensure a welcoming and positive first impression for new admissions, families, and visitors.
• Lead and oversee Management Ambassador rounding programs to enhance the resident experience.
• Maintain documentation of resident concerns, grievances, and resolutions in accordance with facility policies.
• Monitor Guest Service Line utilization, identify feedback trends, and develop strategies for continuous service improvement.
• Lead resident satisfaction initiatives through recognition programs, testimonials, reviews, and Marquis signature resident engagement activities.
• Partner with department leaders to implement service excellence initiatives and improve resident outcomes.
• Support customer service education, employee recognition, and staff training that reinforces resident-centered care.
• Promote a culture of professionalism, courtesy, respect, responsiveness, and service recovery throughout the facility.
• Participate in quality assurance and performance improvement initiatives to enhance the overall patient experience.

Connaissances

Interpersonal skills

Communication skills

Customer service

Conflict resolution

Leadership experience

Formation

Bachelor’s degree in Healthcare Administration or related field

Outils

Microsoft Office

Electronic health records (EHR) systems

Description du poste

Newport Post Acute and Healthcare Center in Newport News, VA is seeking a Director of Patient Experience to champion resident satisfaction and service excellence. This role collaborates with interdisciplinary teams, leads ambassador programs, and analyzes satisfaction data to drive quality improvements.

The position requires a bachelor’s degree in a related field and at least two years of healthcare or hospitality experience, with strong communication and leadership skills.