Director Service Excellence Jobs in Virginia (NOW HIRING)

Join our team at Alexandria Rehabilitation and Healthcare Center as the Director of Patient Experience. 

Proudly supported by Marquis Health Consulting Services  

$62,000-$65,000/year

At Alexandria Rehabilitation and Healthcare Center, 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.

Responsibilities for Director of Patient Experience:

• 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 for Director of Patient Experience:

• 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.

• Experience in a healthcare or hospitality setting 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 collect, analyze, and communicate resident satisfaction data effectively.

• Proficiency with Microsoft Office applications and electronic healthcare systems preferred.

Our Core Values in Action

Passion – Creating meaningful experiences that enhance resident satisfaction and quality of life.

Respect – Building trusting relationships through compassionate communication, empathy, and responsiveness.

Excellence – Leading continuous improvement initiatives that elevate the patient experience and reinforce a culture of exceptional care.

Benefits of Director of Patient Experience: 

• 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

Join our team at Alexandria Rehabilitation and Healthcare Center, a 111-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. We believe in fostering a positive and supportive workplace where employees feel valued, respected, and empowered to make a difference.
Here, you'll be part of a collaborative and dedicated team that prioritizes professional growth, work-life balance, and a culture of appreciation. If you're passionate about providing exceptional care in a warm, inclusive setting, we would love for you to grow your career with us.

The facility provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment of any kind. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. All qualified applicants are encouraged to apply.