Patient & Customer Experience Specialist (TEMP)- FlexStaff

Northwell Health • New York, NY

6d

About The Position

Supports inter-departmental functions to provide an optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to ensure a culture of patient- and family-centered care, care delivery, and hospitality. The role operates under general guidance; work assignments vary in complexity and may require interpretation and independent decisions about the course of action. Performs related duties as required. All responsibilities listed are considered essential functions of the job under the Americans with Disabilities Act. Duties not listed but considered related are not essential functions.

Requirements

• Bachelor's degree, or an equivalent combination of education and related experience.
• 1–3 years of relevant experience.

Responsibilities

• Role-model the Culture of C.A.R.E. and patient-centered organizational values.
• Support the development, implementation, and evaluation of patient/customer experience-based programs, projects, and improvements.
• Gather key information to prepare presentations, documents, and reports.
• Demonstrate a basic understanding of collecting and interpreting patient experience feedback, data, and performance metrics.
• Collaborate with site-based leadership to promote and sustain the patient experience strategic plan.
• Participate in patient/customer experience improvement efforts.
• Support meetings, events, educational programs, and training programs aimed at engaging team members in a patient/customer experience culture.
• Provide emotional support to patients, families, visitors, and team members during rounding, phone calls, and other interactions.
• Perform service recovery; follow policies and procedures for concern and complaint management; and escalate issues to leadership when appropriate.
• Perform related duties as required.

What This Job Offers

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