Director of Patient Experience & Service Excellence

Essen Medical Associates; New York (NY); Sur place; USD 110 000 - 160 000; Plein temps

Résumé du poste

Essen Health Care is seeking an Associate Director of Patient Experience in New York. This leadership role oversees the Patient Experience team, manages grievances, tracks feedback, and partners with clinical and operational leaders to improve service quality and patient satisfaction.

Responsibilities include training design, site observations, data monitoring (surveys such as CG-CAHPS/Press Ganey), and driving a culture of empathy and accountability across Essen and subsidiaries.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field.
• Master’s degree (MHA/MPH/MBA or related) preferred.
• Strong empathy, communication, and diplomacy.
• Experience with patient grievance handling and service recovery.
• Proficient with survey platforms (Qualtrics, Press Ganey).
• Familiarity with EHR systems (ECW, eCare/ECares).
• Data analysis and reporting skills.

Responsabilités

• Lead Patient Experience Specialists; manage grievance tracking.
• Oversee grievance resolution per CMS and Joint Commission.
• Design training on empathy, communication, de-escalation, service recovery.
• Monitor satisfaction surveys and report insights to leadership.
• Collaborate with Quality and Compliance to align goals.
• Foster patient-centered culture across sites.

Connaissances

Empathy & communication

Conflict resolution

MS Office

Survey platforms

EHR knowledge

Data analytics

Formation

Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field

Master’s degree (MHA, MPH, MBA, or related)

Outils

ECW

ECares

Description du poste

Essen Health Care is seeking an Associate Director of Patient Experience in New York. This leadership role oversees the Patient Experience team, manages grievances, tracks feedback, and partners with clinical and operational leaders to improve service quality and patient satisfaction.

Responsibilities include training design, site observations, data monitoring (surveys such as CG-CAHPS/Press Ganey), and driving a culture of empathy and accountability across Essen and subsidiaries.