Director of Patient

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.

Every patient interaction shapes how our communities experience Essen. The Director of Patient Experience is a strategic and hands‑on leader who turns that belief into results across Essen and its subsidiaries and affiliates, from the NPS scores and online reviews that reflect our reputation to the phone calls that turn a frustrated patient into a loyal one.

Partnering closely with the Vice President, the Director owns the execution of our patient experience strategy and helps shape it as results come in. This leader builds and leads a growing Patient Experience team, develops the dashboards and reporting that show leaders where to act, and stewards some of our most sensitive work, including the Incident program. Working with Compliance, Legal, and operational leaders, the Director refines the policies and standard operating procedures that guide how we care for patients.

This role is for someone energized by both the data and the human side of healthcare, equally comfortable presenting trends to senior leaders and calling a patient to make things right.

• Build and lead a growing Patient Experience team, setting clear goals, coaching for performance, and developing future patient experience leaders.
• Bring a fresh eye to patient experience policies and SOPs, refining them with Compliance, Legal, and operational leaders so they work in practice, not just on paper.
• Manage relationships with patient experience vendors, including survey and online reputation platforms, holding partners accountable for service levels and results.

• Own Essen’s online reputation by overseeing the team that monitors and responds to reviews, tracking ratings across platforms, and keeping leaders across the organization informed on where we stand and where we need to improve.
• Drive NPS and CG-CAHPS performance by spotting trends early and translating results into site- and department-level action.
• Develop and maintain dashboards and reporting covering NPS, CG-CAHPS, grievance, complaint, and online review data, partnering with Quality, Compliance, Analytics, and Informatics to connect experience data to broader performance goals.

• Lead the Incident program, ensuring every incident is documented, reviewed, and handled consistently, fairly, and with care for both patients and staff, and partner with Compliance, Legal, and operational leaders to refine the policies that support it.
• Guide the rare cases that may lead to a change in the patient relationship, ensuring each decision is thoughtful, well documented, and compliant with policy and regulatory requirements.

• Oversee grievance and complaint management, ensuring timely, compliant…