Director of Patient Experience

**Director of Patient Experience (DPE)** **Aviata at Tallahassee** **Department:** Social Services **Reports To:** Executive Director **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 escalate 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 **Benefits** * **Competitive Pay:** Opportunities for additional hours and holiday pay * Access to online learning 24/7 to further your healthcare career * Tuition reimbursement * Health, dental, and vision insurance for the entire family and more * 401k with a match! Aviata Health Group participates in background screenings provided by AHCA. For more information, please click on the link https://info.flclearinghouse.com/