Northwell Health Coordinator - Service Excellence in Staten Island, New York
Req Number 002TAU
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.
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