Director of Patient Experience (DPE)
Aviata at Shoal Creek
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
Benefits
Competitive Pay: Opportunities for additional hours
Access to online learning 24/7 to further your healthcare career!
We offer tuition reimbursement!
Health, dental, and vision insurance for the entire family and more!
401k with a match!
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
Aviata Health Group participates in background screenings provided by AHCA. For more information, please click on the link https://info.flclearinghouse.com/
Location: 500 Hospital Dr, Crestview, FL 32539, USA, Crestview, Florida
