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Northwell Health Coordinator - Service Excellence in Staten Island, New York

Req Number 002TAU

Job Description

Coordinates optimal

inter-departmental service excellence for patients and their families. Acts

as an advocate for patients and their families to improve communications,

efficiency and customer satisfaction within the facility. Champions and

engages-in Patient Experience and Service Excellence initiatives and


  • Engages in daily Service Rounds with patients and family members on inpatient units, in Emergency Department, and in other departments/areas, as needed.

  • Engages in all rounding best practices and processes.

  • Consistently engages in pre- and post-Service rounds meetings with an area's Manager.

  • Conveys key strategic messages to patients and family members, as consistent with the Patient Experience strategy.

  • Collects information about what has (and has not) met patient and family expectations.

  • Engages in proactive, on-the-spot recognition of physicians and employees as information is received.

  • Handles service issues in a sincere, efficient, and caring manner. Follows through.

  • Uses patient and family feedback to facilitate system improvements.

  • Enters rounding data into recognition and service recovery databases.

  • Prepares summary reports as needed.

  • Facilitates Patient Experience/Service Excellence learning initiatives as per plan.

  • Participates in the design of creative learning experiences and materials for managers and staff that will support the Patient Experience strategy.

  • Facilitates learning sessions for managers and staff. Promotes a positive learning environment.

  • Identifies opportunities for additional curriculum development.

  • Provides consultation and support to managers and departments on the creation and implementation of their patient experience action plans.

  • Collaborates with managers to ensure that plans are focused on key drivers of patient satisfaction and are in alignment with the Patient Experience plan.

  • Supports implementation of Patient Experience Action Plans via staff education, design of learning tools, data collection, and data analysis.

  • Offers support and models service behaviors for management and staff. Collaborates and supports troubleshooting and resolution of issues.

  • Provides constructive feedback to support successful implementation.

  • Assists in preparation of progress reports/presentations, as needed.

  • Collects, analyzes and interprets patient experience results to assess efficacy of the Patient Experience strategy.

  • Logs and maintains records of all complimentary letters received.

  • Prepares monthly departmental and unit patient experience reports via the Press Ganey eCompass website or through analysis of in-house survey data.

  • Conducts ad hoc data queries as needed.

  • Performs related duties, as required.

*ADA Essential Functions


  • Bachelor's Degree in Healthcare or related field, required.

  • Minimum of three (3) years related work experience including customer service, education, and/or patient care.

  • Knowledge and application of adult learning theory.

  • Excellent interpersonal and communication skills.

  • Bi-lingual, preferred.