Lisa Renau
Lisa Renau, practice manager, Department of Medicine at Mount Sinai Morningside, cannot say enough about the professionalism and commitment to patient care demonstrated by Diane Kowchai, front desk coordinator at Mount Sinai Doctors-638 Columbus Avenue, Primary Care.
“How does one describe an employee who goes beyond the call of duty each and every day for the patients?” she asks, calling Diane our “Patient Experience Extraordinaire.”
“Diane engages with each patient as they enter the practice with a smile and calming voice. She thanks them for coming and asks how she might help them. The reaction from patients is one of complete joy, but it doesn’t stop there. Diane will come from behind the desk to assist the patient when checking in or answering their questions.”
Lisa goes on: “That one-on-one connection Diane builds is priceless. Before you know it, there is an engaging conversation between Diane and the patient. Diane ensures the patient is comfortable and will offer water as they wait. At the end of a visit, she will give the patient their After Visit Summary and wish them well.”
“But,” Lisa adds, “Diane does not stop there.”
The next day, Diane calls all the patients from the previous day to thank them for selecting Mount Sinai as their primary care practice. She will ask if they have any additional questions for their physician. “Our patients are overjoyed with the follow-up call and an engaging voice,” says Lisa. “They have nothing but kind words for Diane.”
Diane’s commitment to the welfare of her patients has roots in her childhood. “From a very young age, I always had a passion and desire to help others,” she says. “Having the opportunity to work directly with patients is a dream come true. I want each and every patient experience to be something they remember forever because I am able to assist them with their needs while providing the best service possible.”