Patient & Customer Experience Specialist

Northwell • Manhasset, NY

3d

About The Position

Supports inter-departmental functions to provide optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to ensure patient and family centered care culture, care delivery and hospitality. Patient & Family Centered Care facilitates communication, provides support to patients, families, and team members. Patient and Family-Centered Care (PFCC) partners directly with patients, their families, and the medical team by actively listening, sharing clear information, and partnering to offer needed assistance.

Requirements

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 1-3 years of relevant experience, required.

Responsibilities

• Role models Culture of C.A.R.E. and patient-centered organizational values.
• Maintains ongoing communication with patients, families and team members.
• Supports the development, implementation and evaluation of patient/customer experience-based programs, projects and improvements.
• Gathers key information to prepare presentations, documents and reports.
• Demonstrates basic understanding of how to collect and interpret patient experience feedback, data and performance metrics.
• Collaborates with site-based leadership to promote and sustain patient experience strategic plan.
• Participates in patient/customer experience improvement efforts; provides support for meetings and events.
• Coordinates educational and training programs aimed at engaging team members in patient/customer experience culture .
• Provides emotional support to patients, families, visitors and team members (ie during rounding, phone calls and/or other interactions) .
• Performs service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership, when appropriate .
• Operates under general guidance and work assignments are varied in complexity and may require interpretation and independent decisions on course of action.
• Performs related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level