Last fall, NYU Langone Medical Center posted an opening for a newly expanded position at the hospital. The posting wasn't for a brain surgeon, a pediatric cardiologist, an admissions clerk or any other typical hospital job. It was instead a call for a chief patient experience officer, a person who helps make sure that patients are satisfied with everything from nursing care to Internet access to the service in the gift shop—so satisfied, in fact, that they would recommend the hospital to others.
Hospitals' latest must-have? Not a surgeon
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