Patient Experience Director: Service Excellence & Insights

Essen Health Care; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Essen Health Care is seeking an Associate Director of Patient Experience to lead the Patient Experience team across locations, ensuring timely, compliant, and compassionate handling of grievances and feedback.

You will supervise specialists, drive service recovery, and develop trainings while monitoring patient feedback data to support continuous improvement in care quality and patient satisfaction.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field (R).
• Master’s degree (MHA, MPH, MBA, or related) (P).
• Proven leadership of patient experience initiatives and teams.

Responsibilities

• Lead Patient Experience team across Essen and subsidiaries delivering timely, empathetic responses.
• Oversee grievances, inquiries, and feedback with CMS/Joint Commission alignment.
• Design trainings on empathy, de-escalation, and service recovery.
• Monitor CG-CAHPS/Press Ganey trends and present actionable insights.

Skills

Empathy & communication

Conflict resolution

MS Office

Survey platforms

EHR systems

Data analytics

Education

Bachelor’s degree

Master’s degree

Job description

Essen Health Care is seeking an Associate Director of Patient Experience to lead the Patient Experience team across locations, ensuring timely, compliant, and compassionate handling of grievances and feedback.

You will supervise specialists, drive service recovery, and develop trainings while monitoring patient feedback data to support continuous improvement in care quality and patient satisfaction.