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Our Patient and Customer Experience team is here to ensure you have the best healthcare experience possible. To learn more about our programs and initiatives, please call (516) 321-6944.

Our normal business hours are Monday through Friday, 9am to 5pm. We answer calls and requests as soon as possible, however, we ask that you please allow up to 24 hours for extenuating circumstances.

If you have an emergency or urgent matter, please dial 911 or the Call Center at (888) 321-DOCS.

Leadership

Sven Gierlinger

Vice President, and Chief Experience Officer, Northwell Health

Agnes Barden, DNP, RN, CPXP

Vice President, Patient & Customer Experience, Northwell Health

Jill Kalman, MD

Executive Director of Cardiovascular Medicine - Cardiology, Lenox Hill Hospital

Specialties: Cardiology, Internal Medicine

Bruno Tison

VP, Food Services and Corporate Executive Chef

Our team

Claudine Cangiano

Claudine Cangiano

Senior Director, Office of Patient & Customer Experience, Northwell Health

head shot of Nicole Giammarinaro

Nicole Giammarinaro

Director, Education & Research, Office of Patient & Customer Experience, Northwell Health

head shot of Joseph Narvaez

Joseph Narvaez

Director, Data & Business Intelligence, Office of Patient & Customer Experience, Northwell Health

head shot of Mallory Tuomey

Mallory Tuomey

Manager, PX Communication & Events, Office of Patient & Customer Experience, Northwell Health

head shot of Natalie Bashkin

Natalie Bashkin

Specialist, Projects & Programs, Office of Patient & Customer Experience, Northwell Health

head shot of Rob Sardinia

Rob Sardinia

Specialist, PI & Data Analytics, Office of Patient & Customer Experience, Northwell Health

Diane Cassiere

Executive Assistant, Office of Patient & Customer Experience, Northwell Health

Culture leaders

In every organization, there are people who are influencers; people who influence culture and behavior and who make a positive impact on others and the organization as a whole. Patient and Customer Experience recognize each site and service line have local influencers for the patient/customer experience.

Culture leaders are identified leaders, one per site/service line, responsible for overseeing the execution of a local patient/customer experience strategy that is aligned with the Patient and Customer Experience strategy.

Culture Leaders report directly to the executive director/vice president and together, further embed the Culture of C.A.R.E. into everyday work. Selection criteria for culture leaders include: organizational awareness, managerial courage, passion for the patient/customer experience, strong interpersonal skills and role modeling. Currently Northwell has 53 culture leaders representing every major entity within the organization.

Facilitators are chosen to lead the Culture of C.A.R.E. educational sessions at each site/service line along with the culture leader, as well as support local patient/customer initiatives. To date, nearly 350 facilitators are educated and developed to successfully facilitate the interactive two-hour Culture of C.A.R.E. course.

Patient and Customer Experience prepares our culture leaders and facilitators by providing a two-day facilitation workshop where they learn the Culture of C.A.R.E. curriculum, facilitation skills and perform teach-backs. Patient and Customer Experience in partnership with our Center for Learning and Innovation leadership serve as content expert coaches and provide useful feedback for successful outcomes.