Director of Patient Experience

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.
• 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.
• Minimum of two (2) years of experience in healthcare, long-term care, senior living, hospitality, customer service, or a related field preferred.
• Experience in a healthcare or hospitality setting preferred.
• Leadership or supervisory experience preferred.
• Strong interpersonal, communication, customer service, and conflict-resolution skills.
• Able to build positive relationships with residents, families, staff, and visitors.
• Excellent organizational, documentation, and problem-solving abilities.
• Able to collect, analyze, and communicate resident satisfaction data effectively.
• 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