Patient & Customer Experience Specialist

Northwell Health•Glen Cove, NY

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.

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 effofts; 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.
All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.