Head of Patient Experience & Service Excellence

Essen Medical Associates; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

Essen Health Care is seeking a Director of Patient Experience to drive strategy and hands-on results across a multi-site network in New York. You will lead a growing Patient Experience team, develop dashboards, and own the Incident program while partnering with Compliance, Legal, and operations to refine policies and procedures.

The role requires strong data analytics, change management, and exemplary communication to advance NPS and CG-CAHPS performance and ensure patient advocacy across the

Qualifications

• Bachelor’s degree in Healthcare Administration, Nursing, Business, or related field.
• 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.
• Demonstrated success leading culture change and organization-wide improvement initiatives.
• Exceptional communication skills with the ability to influence diverse stakeholders.
• Expertise in service excellence, conflict resolution, de-escalation, and service recovery.

Responsibilities

• Shape and execute the patient experience strategy across Essen and its affiliates.
• Build and lead the Patient Experience team and develop leaders.
• Refine policies and SOPs with Compliance, Legal, and operations.
• Oversee online reputation, NPS, CG-CAHPS, and reporting dashboards.
• Lead the Incident program with documentation and review processes.
• Manage grievance and complaint handling in line with CMS and health plans.
• Engage with executives and clinical leaders to align patient-centered priorities.

Skills

Data analysis

Dashboard development

Change management

Communication skills

Leadership

Project leadership

Education

Bachelor’s degree in Healthcare Administration, Nursing, Business

Master’s degree (MHA/MPH/MBA)

Tools

Microsoft Office

CAHPS / CG-CAHPS

Press Ganey / Qualtrics

Job description

Essen Health Care is seeking a Director of Patient Experience to drive strategy and hands-on results across a multi-site network in New York. You will lead a growing Patient Experience team, develop dashboards, and own the Incident program while partnering with Compliance, Legal, and operations to refine policies and procedures.

The role requires strong data analytics, change management, and exemplary communication to advance NPS and CG-CAHPS performance and ensure patient advocacy across the