Director, Patient Experience & Service Excellence

Essen Health Care; New York (NY); On-site; USD 140,000 - 200,000; Full time

Job summary

Essen Health Care is seeking a Director of Patient Experience in New York to lead a growing team and execute a comprehensive patient experience strategy. You will shape policies, drive dashboards, and partner with Compliance, Legal, and clinical leaders to improve patient satisfaction and outcomes.

The role emphasizes turning data into action, improving online reputation, and guiding service recovery while maintaining the highest standards of patient care across Essen’s multi-site network.

Qualifications

• Bachelor’s degree in Healthcare Administration, Nursing, Business, or related field required.
• Minimum 7 years of progressive experience in patient experience, patient relations, or healthcare operations.
• Minimum 3 years of people management experience in a healthcare setting.
• Experience leading culture change and organization‑wide improvement initiatives.
• Exceptional communication skills with the ability to influence and motivate diverse stakeholders.

Responsibilities

• Build and lead a growing Patient Experience team with clear goals and coaching.
• Refine policies and SOPs with Compliance, Legal, and operations leaders.
• Oversee online reputation, NPS, CG-CAHPS reporting, and data dashboards.

Skills

Leadership

Communication

Change management

Data analysis

Vendor management

Empathy

Education

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

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

Tools

Microsoft Office Suite

ECW (EHR)

Online reputation platforms

Job description

Essen Health Care is seeking a Director of Patient Experience in New York to lead a growing team and execute a comprehensive patient experience strategy. You will shape policies, drive dashboards, and partner with Compliance, Legal, and clinical leaders to improve patient satisfaction and outcomes.

The role emphasizes turning data into action, improving online reputation, and guiding service recovery while maintaining the highest standards of patient care across Essen’s multi-site network.