Essen Health Care ยท 3 months ago
Associate Director of Patient Experience
Bronx, NY
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expEssen Health Care is the largest privately held multispecialty medical group in the Bronx, providing high-quality medical care to vulnerable residents of New York State. The Associate Director of Patient Experience is responsible for leading the Patient Experience team, managing grievances and feedback, and fostering a culture of empathy and accountability to enhance patient satisfaction.
Health CareMedical
Responsibilities
Supervise and support Patient Experience Specialists, ensuring timely, accurate, and empathetic grievance handling
Manage departmental workflows, including oversight of the patient experience inbox and grievance tracking system
Model servant leadership, promoting accountability, collaboration, and a patient-centered culture
Oversee grievance and complaint resolution in compliance with CMS and Joint Commission standards
Partner with clinical and operational leaders to address escalated concerns and ensure resolution strategies restore patient trust
Maintain open communication with patients and families to reinforce confidence in care delivery
Design and deliver training programs on empathy, communication, de-escalation, and service recovery
Conduct site observations to assess staff-patient interactions and provide constructive coaching
Mentor staff and support onboarding of new employees to reinforce patient-centered practices
Monitor patient satisfaction surveys (CG-CAHPS, Press Ganey, Qualtrics) and analyze trends
Generate reports and present findings to leadership with actionable insights for improvement
Collaborate with Quality and Compliance to ensure alignment between patient experience and organizational performance goals
Serve as a visible leader across care sites, fostering empathy, inclusivity, and respect
Celebrate staff who receive positive patient feedback and contribute to recognition programs
Drive initiatives that build a culture of continuous improvement in the patient experience
Qualification
Required
Bachelor's degree in Healthcare Administration, Business, Nursing, or related field
Communicates effectively with empathy, compassion, and diplomacy
Conflict resolution and service recovery expertise
Proficient in Microsoft Office Suite
Minimum 5 years in patient experience, patient relations, or healthcare leadership
Prior supervisory or management experience in a healthcare setting
Demonstrated success in implementing patient-centered improvement initiatives
Preferred
Master's degree (MHA, MPH, MBA, or related)
Experience with survey platforms (Qualtrics, Press Ganey)
Knowledge of EHR systems (ECW, ECares)
Strong data analysis and reporting skills
Certified Patient Experience Professional (CPXP)
Company
Essen Health Care
Essen Health Care is a premiere healthcare network in New York with over 400 providers across Manhattan, Bronx, Queens, Staten Island, Long Island and Westchester County.
501-1000 employees
H1B Sponsorship
Essen Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (34)
2023 (12)
2022 (12)
2021 (49)
2020 (25)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Kain Capital
2024-04-30Private Equity
Leadership Team
Durga Dhanikonda
Chief Information Security & Technology Officer (CISO & CTO)
Ranjan Munjal
Chief Financial Officer
Recent News
Company data provided by crunchbase