Director of Patient Experience

Overview

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state’s most vulnerable and underserved residents.

 

Founded in 1999, we’ve grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women’s health to endocrinology and psychiatry. We also provide nursing home support, care management, and in-home care through our Essen House Calls program. Guided by a Population Health model, our team of 500+ providers deliver care in-person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

 

We’re looking for talented, motivated individuals to join our growing team. Whether you’re a medical provider, administrator, or operations professional, there’s a career here for you. Join us in making a real difference in the health of our community.

Job Summary

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.

Responsibilities

• 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.

Qualifications

• 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

Equal Opportunity Employer

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.