Director of Customer Experience

Denton Village by PureHealth -

Join a team where your growth, success, and impact are at the heart of our mission. At PureHealth, we're not just building careers; we're nurturing lifelong journeys of professional and personal development. We're committed to taking care of our community, providing unparalleled care and making a meaningful impact like nowhere else. Be part of a team that's dedicated to making a real difference in the lives of those we serve.

Unmatched Benefits & Perks:

• Tuition Reimbursement and Professional License Renewal Reimbursement

• Free CEUs

• 401k Plan

• Rewards and Recognition via CareHeroes Program (Gift Cards for Great Performance!)

• Flexible Scheduling

• Professional Career Growth

Position Summary
The Director of Customer Experience is a key role within the skilled nursing facility, dedicated to creating an exceptional patient and family experience. This individual will lead patient experience from their admission to the facility through their discharge process, administer customer service surveys related to the LEAD program, and drive process improvement initiatives within facility operations. This position requires a proactive, patient-focused professional with a passion for service excellence and a commitment to fostering a culture of continuous improvement.

Essential Duties and Responsibilities
1. Patient Onboarding Experience: Welcome and orient new patients and families, ensuring a seamless transition into the facility.
• Clearly explain facility services, policies, and care plans, addressing any initial
questions or concerns.
• Coordinate with nursing, therapy, and administrative teams to ensure all
onboarding activities are completed effectively.
• Serve as the primary point of contact during the onboarding period to resolve
issues and ensure satisfaction.
2. Customer Service Excellence:
• Act as an advocate for outstanding customer service throughout the facility.
• Collaborate with staff to resolve patient or family concerns with empathy and
efficiency.
• Provide ongoing coaching and training to team members on customer service
best practices.
• Promote the LEAD program (or similar service excellence initiatives) to enhance
patient and family engagement.
3. Administer LEAD Program Surveys:
• Distribute, collect, and manage customer service surveys specific to the facility’s
LEAD program.
• Analyze survey data to identify trends, strengths, and areas for improvement.
• Report survey findings to leadership, providing actionable recommendations for enhancing the patient experience.
• Implement changes based on feedback, ensuring alignment with the LEAD program’s goals and standards.
4. Process Improvement:
• Review and assess current operational workflows to identify inefficiencies and recommend improvements.
• Lead initiatives to enhance the patient onboarding process and overall service delivery.
• Collaborate with interdisciplinary teams to implement and monitor process changes.
• Use data and metrics, including survey results, to track progress and measure success.
5. Operational Support:
• Partner with leadership to align service initiatives with facility goals and compliance standards.
• Support audits, reporting, and documentation related to patient satisfaction and customer service outcomes.
• Promote a culture of continuous improvement and teamwork across all departments.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listingof activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required/PreferredEducation & Experience
• Bachelor’s degree in healthcare administration, business, or a related field is preferred, or equivalent experience.
• 3+ years of experience in customer service, patient care, or operations within a skilled nursing or healthcare facility.
• Strong interpersonal and communication skills.
• Experience administering and analyzing customer service surveys or similar tools.
• Knowledge of healthcare industry standards, compliance, and patient rights.
• Proven ability to drive process improvements and lead cross-functional teams.