Director of Patient Experience
About the role
At The Boulevard Post Acute, we believe that exceptional experiences for residents and families are at the heart of quality care. Guided by our core values of Passion, Respect, and Excellence, the Director of Patient Experience champions resident satisfaction by fostering meaningful relationships, promoting service excellence, and collaborating with interdisciplinary teams to create a welcoming and compassionate environment.
The facility is an 81-bed Sub-Acute and Long-Term Care facility where compassion and quality care are at the heart of everything we do. Our facility is thoughtfully designed with beautiful common spaces, creating a welcoming, home-like environment not only for our residents but also for our staff.
Responsibilities
- 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.
- Collect, analyze, and present resident and family satisfaction data to identify trends and opportunities for quality improvement.
- 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.
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.
- Experience in healthcare, long-term care, senior living, hospitality, customer service, or a related field preferred.
- Leadership or supervisory experience preferred.
- Strong interpersonal, communication, customer service, and conflict-resolution skills.
- Ability to build positive relationships with residents, families, staff, and visitors.
- Excellent organizational, documentation, and problem-solving abilities.
- Ability to effectively collect, analyze, and communicate resident satisfaction data.
- Proficiency with Microsoft Office applications and electronic healthcare systems preferred.
Benefits
- Tuition reimbursement
- Employee referral bonus
- Health, vision, and dental benefits
- 401(k) with match
- Employee engagement and culture committee
- Company-sponsored life insurance
- Employee assistance program (EAP) resources
Pay
The salary for this position is $62,000-$65,000 per year.