The Service Excellence Coordinator is responsible for managing responses to patient and family member compliments and complaints regarding care.  Responsibilities include: Collaborating with colleagues to ensure complaints and grievances are properly recorded, evaluated and responded to in accordance with hospital policy.  Interacting frequently with patients, family members and members of the clinical team. Performing review of Service Excellence data and reporting findings as requested.  Participating in regulatory surveys such as TJC surveys and DOH unannounced patient complaint visits.   Coaching and guiding colleagues to assist them in providing excellent customer service and responses to patient and family concerns regarding care.