Burke recently welcomed Ebony Jeffress as its new Director of Service Excellence. We sat down with her to discuss some of her goals and what she'll be doing in this newly-formed position.
Tell us a little bit about yourself (professional background, etc.)
Before coming to Burke I was the Director of Workforce Development for the Business Council of Westchester, the largest business membership organization in Westchester County. This was really my first real long-term job right after college. Through my 12 years there I grew from the Office Coordinator to my ending title as Director. While there I worked in various capacities, including event management, program development and data information. In my final role in Workforce Development, it was my responsibility to work with local community partners to make connections for the young adult workforce to career pathways. This included building relationships with the business community to create opportunities for meaningful work experiences such as internships, job shadowing, mentorship, seasonal and permanent employment. In addition, in this role, I was responsible for developing, managing and executing an annual Youth Summit for young adults to provide information that would help prepare and support their journey in the workforce in an interactive and experiential way.
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. 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. The Burke C.A.R.E.S. program is ongoing employee education and support to provide every employee the tools to continue to encourage a culture of excellence. 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. In addition, short term, is to gain an understanding of the Press Ganey systems and how we fair within it.
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?
My first impressions of Burke were how friendly and cordial 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. I was also very impressed by the accessibility of the leadership team and the “open door” policy that is shared by them all. It really feels like a team environment here, where everyone is working toward the same goal of providing excellent patient-focused service.
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!