Duncann Gaston

The Patient Experience Specialist

I will lead the patient experience transformation efforts in the Culinary Health Center(s). The scope of this position serves as a facilitator and coach in developing, mentoring, and shifting mental models. The Specialist will ensure services provided by provider partners embody the health center’s core values and beliefs needed for a sustainable and exceptional patient experience.

• Company Overview: At Culinary Health Center we strive in Providing a consistent superior customer service experience with the Health Center's mission vision & value's
• This position uses excellent customer service techniques, meets and greets patients; identifies and clarifies patients' needs and desires by going over and beyond, confirms patients scheduled appointment within the center to place an ID band on member's wrist, assist with scheduling appointments by creating patient cases within the EMR including all relevant information needed by asking the proper questions, and answering all patients' questions
• Acts as the positive 'face' of the health center as the main point of contact for participants and families
• Going out of the way to please patients as I am the first face that they see
• Remembering them all by name for future visits so they all feel like family once they return
• At Culinary Health Center we strive in Providing a consistent superior customer service experience with the Health Center's mission vision & value's

• Oversaw a branch team consisting of 8 customer service representatives and 5 personal bankers
• Ensure all team members consistently execute the basics in punctuality, dress code, friendliness, and cleanliness
• Helping customers in finding the exact products needed, and if unable to fulfill those needs, I personally take them to whomever can
• Helping team members identify customer cues
• My priority at every place of employment is to ensure that each person that comes in is acknowledged and made to feel welcomed & at home
• Being part of 'people' business, I have encountered many disgruntled customers
• I take pride in having defused potentially bad situations by simply listening to the customer, and letting them know they are important
• I always maintain a friendly and professional manner when dealing with customer interactions
• Excellent communication skills and has the ability to interact with customers in a positive manner