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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

Senior Vice President, Chief Experience Officer, Northwell Health

Agnes Barden, DNP, RN, CPXP

Vice President, Patient & Customer Experience

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

head shot of Nicole Giammarinaro

Nicole Giammarinaro

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

head shot of Joseph Narvaez

Joseph Narvaez

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

head shot of Mallory Tuomey

Mallory Tuomey

Manager, PX Communications & Events

head shot of Natalie Bashkin

Natalie Bashkin

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

head shot of Rob Sardinia

Rob Sardinia

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

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Diane Cassiere

Executive Assistant, Office of Patient & Customer Experience

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.

Culture Leaders are dedicated leaders who are focused on providing the best possible experience for our patients and family members at our specific sites and service lines. 

Central Region

Cohen Children Medical Center Marybeth Higgins
Long Island Jewish Forest Hills Merav DeGuzman
Long Island Jewish Valley Stream Michelle Rossetti
Long Island Jewish Medical Center Maureen Early-Donohue
North Shore University Hospital Jackie McCarthy
Zucker Hillside Hospital Susan Fitzgerald & Amanda Kremberg

Eastern Region

Glen Cove Hospital Elizabeth Krummenacker
Huntington Hospital Cheryl Miranda
Mather Hospital Marie Mulligan
Peconic Bay Medical Center Tara Anglim & Essence Catoe
Plainview Hospital/Syosset Hospital Nicole Cintorino
South Oaks Fran Babiss
Southside Hospital Katheryn Metzger

Manhattan Region

Lenox Hill Hospital Joe Leggio
Lenox Hill Greenwich Michael Skovira
MEETH Danielle Morris
Staten Island University Hospital (North & South) Bart Cambria

Westchester Region

Northern Westchester Maria Hale
Phelps Memorial Hospital Phyllis Vonderheide

Post-Acute Care

CEMS Craig Smith
Core Lab Donna Manchisi
Home care Lynda Cooper
Hospice Care Nicoletta Guerrier
Orzac CECR Jennifer Moralesdeleon
Stern CECR Neha Singh

Service Line & Physician Partners

Physician Partners Administration Susan Congiusta
Cancer Nancy Amalbert
Cardiology James Votra
Cardiothoracic Surgery Roslynn Aquino
Centralized Call Center Ann Marie Dodd
CFAM Dana Moore
Dermatology Deene Birsner
Emergency Medicine Karen Kline
Imaging Eileen Lawshe
Medicine Chris Boukas
Neurology Lana Pinkhasov
OB/GYN Natissa Sang
Ophthalmology Katharine Rouse
Orthopedics & Rehab Sarah Durdaller
Otolaryngology Charles Jarmon
Pediatrics Laura McDonagh
Radiation Medicine Nilda Adair
Surgery Vanessa Leo
Urology Stephanie Bernier

Corporate / Shared Services

Corporate Jacqueline Coleman
Digital Strategy & Social Media Christina Stolfo
Feinstein Ambrosia Williams
Finance Peter Barden
Foundation Nicole Felix
Health Solutions Anne Ferguson & Inna Popil
Human Resources Carol Battaglia
Office of the Chief Information Officer  Joseph Montalto
Optum 360 Eliezer Acosta
Procurement Dawn Wells
Ventures Kevin McPartland