Patient & Customer Experience Specialist

4 weeks ago


Manhasset, United States Northwell Health Full time

Patient & Customer Experience Specialist 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. Job 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 (e.g., during rounding, phone calls, and/or other interactions). Performs service recovery, follows policies/procedures regarding concern and complaint management, and escalates to leadership when appropriate. Operates under general guidance; 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. Job Qualifications Bachelor's Degree required, or equivalent combination of education and related experience. 1-3 years of relevant experience required. #J-18808-Ljbffr



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