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Associate Director of Patient Experience
Company : Essen Health Care
Location : Bronx, NY, 10461
Job Type : Full Time
Date Posted : 2 January 2026
Overview
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!
Job Summary
Position Title: Associate Director of Patient Experience
Reports To: Senior Director, Office of Patient Experience & Records
Position Summary: The Associate Director of Patient Experience provides leadership and operational oversight for the Patient Experience team at Essen and its subsidiaries. The role ensures all grievances, inquiries, and feedback are addressed in a timely, compliant, and compassionate manner. This position is accountable for managing the patient experience inbox, monitoring surveys and feedback data, executing trainings, conducting site observations, and supporting team development. The Associate Director fosters a culture of servant leadership, empathy, and accountability to improve the overall patient journey, while partnering with clinical and operational leaders to drive systemic improvements in service quality and patient satisfaction.
Responsibilities
Leadership & Oversight
- 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.
Patient Advocacy & Service Recovery
- 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.
Training & Development
- 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.
Data Monitoring & Reporting
- 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.
Culture & Engagement
- 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
Qualifications
Education
- Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field (R)
- Master’s degree (MHA, MPH, MBA, or related) (P)
Skills
- Communicates effectively with empathy, compassion, and diplomacy (R)
- Conflict resolution and service recovery expertise (R)
- Proficient in Microsoft Office Suite (R)
- Experience with survey platforms (Qualtrics, Press Ganey) (P)
- Knowledge of EHR systems (ECW, ECares) (P)
- Strong data analysis and reporting skills (R)
License/Certification
- Certified Patient Experience Professional (CPXP) (P)
Work Experience
- Minimum 5 years in patient experience, patient relations, or healthcare leadership (R)
- Prior supervisory or management experience in a healthcare setting (R)
- Demonstrated success in implementing patient-centered improvement initiatives (R)
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.
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Frequently asked questions
Effective leaders in this role demonstrate empathy, servant leadership, and accountability, essential for driving patient-centered culture in Bronx's diverse healthcare landscape. They balance operational oversight with compassionate conflict resolution, fostering collaboration that enhances patient satisfaction and service quality within urban medical environments.
By integrating survey insights from platforms like Press Ganey with direct grievance oversight, this role ensures actionable improvements while maintaining patient trust. The blend of quantitative feedback and empathetic communication helps shape responsive care strategies tailored to patient needs.
Building expertise in patient relations, mastering healthcare compliance, and developing supervisory skills are key. Pursuing certifications like CPXP and gaining proficiency in EHR systems boost advancement potential, while active leadership in service recovery initiatives showcases readiness for senior healthcare management roles.
Serving a highly diverse and underserved population, leaders must navigate cultural sensitivities and resource constraints. The Bronx's healthcare demands require adaptability, strong communication skills, and commitment to equity to effectively improve patient journeys amid urban health disparities.
While national credentials like CPXP are valuable, Bronx employers prioritize candidates familiar with CMS and Joint Commission standards. Understanding regional health policies and experience with local healthcare systems like ECW enhances a candidate’s competitive edge in patient experience roles.
Essen’s integrated multispecialty model and emphasis on compassionate care for vulnerable populations create a unique environment. The role combines operational leadership with community-focused empathy, supported by a large network of providers and a culture fostering continuous patient experience innovation.
Essen offers targeted training in empathy, communication, and service recovery, alongside mentorship and site observation opportunities. This environment encourages servant leadership and accountability, helping associate directors refine skills while impacting patient satisfaction across its Bronx locations.
Salaries typically range from $95,000 to $130,000 annually, reflecting the role’s seniority and regional healthcare market. Factors influencing pay include experience level, certifications like CPXP, and the scope of responsibilities within integrated health systems such as Essen Health Care.
Regular duties include managing patient feedback channels, coaching staff on empathetic communication, overseeing grievance processes, and collaborating with clinical leaders to implement service improvements. Monitoring survey data and fostering a patient-centered culture are also critical for success.
Demand remains strong due to ongoing healthcare expansion and emphasis on quality improvement in the Bronx. However, candidates with leadership experience and certifications face competitive pools, making specialized skills in patient advocacy and data analysis valuable differentiators.