Patient Jani James with Santino Garcia
Santino Garcia, a patient care coordinator, considers himself a lifelong learner, especially when it comes to professional development. So, when he found it challenging to explain the referral process to patient Jani James in an understandable way, he was determined to find new ways of conveying such information.
Working with Carla Moscoso, Director of Practice Operations, Mount Sinai Doctors-Astoria, Santino developed a new awareness of potential barriers in effective communication, and was able to put that understanding into action.
As a result, Ms. James is now his biggest fan. She told Carla that Santino was an “asset” and a “true gem.” She adds, “Staff like Santino make a huge difference. I do not have enough words to praise him.He is outstanding, phenomenal.”
And she conveyed these feelings to Santino in a holiday card.
“Thank you for your understanding, kindness, and care,” she wrote. “You are wonderful, with a heart full of love.”
Santino is bursting with pride. “My goal is to demonstrate the Mount Sinai values to every patient, especially empathy. Each patient is unique, however, and has different needs. It is my job to adapt accordingly so that I can provide the very best patient experience for each one.”