Supervisor, Patient & Customer Experience

Northwell Health•Staten Island, NY

About The Position

Supervises and coordinates the daily operation and staff of the department. Oversees the overall service delivery operations of the lobby and entrance areas and facilitates operations and guest service activities. Job Responsibility Role models Culture of C.A.R.E. and organizational values. Maintains strong communication with patients, families and team members. Promotes Patient & Customer Experience department goals by selecting, motivating, and training capable team members. Leads the activities of assigned Patient & Customer Experience team members by communicating and providing guidance toward achieving department objectives. Prioritizes, schedules, assigns, and monitors work to optimize operational service. Supervises, trains, disciplines, and evaluates the performance of staff; ensures performance appraisals are completed in a timely manner. Maintains employee time and attendance records and submits payroll. Provides input to budget and oversight of all amenities, functions and appearance. Manages logistics and quality of all work performed in order to provide a clean, functional, and hospitable and welcoming environment for patients, families, and visitors. Identifies improvement opportunities or deficiencies and collaborates with support service departments to ensure optimal operations and guest service. Provides sensitive, culturally diverse assistance/guidance to patients, families and visitors in stressful situations; escalates issues to appropriate departments and/or management, as required. Collaborates with management and staff to develop “best practice” patient and family centered care initiatives; formulates implements and evaluates strategies to improve the patient and family experience. Performs service recovery and escalates concerns/complaints to leadership, if appropriate. Analyzes patient experience scores for performance improvement trends; reports findings to leadership. 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.

Requirements

Associate's Degree required, or equivalent combination of education and related experience.
4-6 years of relevant experience and 0-2 years of leadership / management experience, required.

Responsibilities

Supervises and coordinates the daily operation and staff of the department.
Oversees the overall service delivery operations of the lobby and entrance areas and facilitates operations and guest service activities.
Role models Culture of C.A.R.E. and organizational values.
Maintains strong communication with patients, families and team members.
Promotes Patient & Customer Experience department goals by selecting, motivating, and training capable team members.
Leads the activities of assigned Patient & Customer Experience team members by communicating and providing guidance toward achieving department objectives.
Prioritizes, schedules, assigns, and monitors work to optimize operational service.
Supervises, trains, disciplines, and evaluates the performance of staff; ensures performance appraisals are completed in a timely manner.
Maintains employee time and attendance records and submits payroll.
Provides input to budget and oversight of all amenities, functions and appearance.
Manages logistics and quality of all work performed in order to provide a clean, functional, and hospitable and welcoming environment for patients, families, and visitors.
Identifies improvement opportunities or deficiencies and collaborates with support service departments to ensure optimal operations and guest service.
Provides sensitive, culturally diverse assistance/guidance to patients, families and visitors in stressful situations; escalates issues to appropriate departments and/or management, as required.
Collaborates with management and staff to develop “best practice” patient and family centered care initiatives; formulates implements and evaluates strategies to improve the patient and family experience.
Performs service recovery and escalates concerns/complaints to leadership, if appropriate.
Analyzes patient experience scores for performance improvement trends; reports findings to leadership.
Performs related duties as required.