Ebony Jeffress recently joined the Burke team as the new Director of Service Excellence. We sat down with her to discuss what she will be doing in this newly created position as well as some of her goals.
Welcome to Burke! Tell us a little bit about yourself.
Before coming to Burke I worked for the Business Council of Westchester, the largest business organization in the County. During my time with the organization as Director of Workforce Development, my responsibilities included the development, implementation and management of various programs. In addition, I conducted program training to diverse groups of business professionals as well as young adults. In an earlier role as Information Development Specialist at the Business Council, I managed the organization’s complex database, analyzing information and how to best utilize it to support the goals of the organization. I believe the skills I bring to Burke speak directly to the goals of my new role leading the Burke C.A.R.E.S. program and analyzing and understanding Press Ganey survey data.
Director of Service Excellence is a new title. Tell us a little bit about what your job will entail and what some of your goals are.
As Director of Service Excellence, I am responsible for the Burke C.A.R.E.S. program as well as our Press Ganey survey effort. Burke C.A.R.E.S. stands for Compassion, Accountability, Respect, Exceeding Expectations, and Service Excellence. Each of these attributes were carefully selected by the Burke staff and really represent the core values, standard behaviors and culture of the organization. We receive feedback daily about the caring service patients receive at Burke. Through Burke C.A.R.E.S. it is our goal to provide ongoing employee education, support and tools to continue to encourage a culture of compassion. One of my immediate goals has been to get to know my colleagues and gain an understanding of the various departments and their roles. It is important to me to understand how each piece of the puzzle works separately as well as collectively. An additional short term goal is to get to know the story that the numbers represent; what our scores are telling us and what areas we should focus on.
What was it that excited you about Burke and this new role?
Burke’s stellar reputation is one that precedes itself. Anyone I have ever encountered who has come through Burke as a patient has had nothing but great things to say about their care here. I also experienced the superior care when it was given to 2 family members who were patients here some time ago. Aside from the reputation, I was excited to be a part of a new initiative and fairly new department. I embrace the opportunity to help drive something from inception.
What are some of your first impressions of Burke? One of my first impressions of Burke was how friendly all of the staff was. As I walked through the halls EVERYONE smiled and greeted me warmly, even before I was hired. Each “hello” felt genuine and authentic. That is hard to come by. It really feels like a team environment, where everyone is working toward the same goal.
Anything else you’d like to add?
I am very happy to be a part of the Burke family! I truly feel the culture is one of excellence. I look forward to getting to know everyone and working together to continue to excel upwards!