Senior Patient & Customer Experience Specialist

Northwell Health•Valley Stream, NY

About The Position

Collaborates and facilitates inter-departmental functions to support optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to promote patient and family centered care culture, care delivery and hospitality.

Requirements

Bachelor's Degree required, or equivalent combination of education and related experience.
3-5 years of relevant experience, required.

Responsibilities

Role models Culture of C.A.R.E. and patient-centered organizational values.
Initiates and maintains ongoing communication with patients, families and team.
Creates, implements and evaluates patient/customer experience-based programs, projects and initiatives.
Gathers and analyzes internal and external best practices to develop presentations, documents and reports; shares findings with leadership.
Demonstrates advanced understanding of how to collect and interpret patient experience feedback, data and performance metrics.
Collaborates with site-based leadership to lead and sustain patient experience strategic plan.
Participates in patient/customer experience improvement efforts; provides support for meetings and events.
Coordinates and presents educational and training programs aimed at engaging team members in patient/customer experience culture.
Engages team members and provides emotional support to patients, families, visitors and team members (ie during proactive 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 limited guidance and executes work assignments that are moderate to high complex.
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.