Director of Patient Experience

At Essen Health Care, we care for that! 

As the largest privately held multispecialty medical group in the Bronx, we provide high-quality, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of New York State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as well as nursing home staffing and care management. Founded in 1999, our over 20-year commitment has fueled an unwavering dedication toward innovating a better healthcare delivery system. Essen has expanded from a single primary care office to an umbrella organization offering specialties from women’s health to endocrinology, from psychiatry to a vast array of other specialties. All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program. 

Essen Health Care is the place Where Care Comes Together! We are looking for the most talented and effective individuals to join our rapidly growing company. With over 1,100 employees and 400+ Practitioners, we care for over 250,000 patients annually in New York City and beyond. From medical providers to administration & operational staff, there is a career here for you. Join our team today!

The Director, Patient Experience is responsible for developing, leading, monitoring and modifying the overall organizational approach to the patient and family experience. Provides leadership for the planning, implementation and evaluation of the patient and family experience strategies designed to improve the overall experience of care. Responsible for establishing processes for achieving desired outcomes and metrics, including those required by payers and regulatory bodies.

• Develops, reviews and implements strategic and operational plans for patient experience, creating a unique experience that will be a differentiator in the outpatient industry and drive future growth.
• Researches customer service needs, expectations and concerns, incorporating expertise from within and from outside of health care.
• Works closely with other leaders and operational areas to ensure integrations of patient experience at all levels of the organization. Integrates customer service with other strategic initiatives.
• Provides consultative advise to leaders and colleagues based on direct observation and knowledge.
• Develops and/or selects patient experience/service excellence education, training and reinforcement programs for colleagues, clinicians, and physicians.
• Manages Patient Experience and assures colleagues are appropriately oriented.
• Continually develops staff through competency assessments, in-services and continuing education and performance appraisal process.
• Develops annual operating and capital budgets, monitors and analyzes ongoing performance and productivity and implements necessary corrective plans.
• Assures the Grievance program is compliant and meets all requirements.
• Responsible for quarterly meetings.
• Other duties as assigned.

• Bachelor's Degree in business/ hospitality/ marketing/ health care administration or other related field required, Master's Degree preferred
• 5-8 years of experience preferred
• Excellent verbal and written communication skills with the ability to train staff.
• Thorough understanding of quality control standards and methodologies.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Salary: $100,000-$140,000

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.