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Customer Service Specialist


Customer Service Specialist - Orlando Health Arnold Palmer Hospital for Children

Orlando Health is one of Florida's most comprehensive private, not-for-profit healthcare systems providing access to nearly two million Central Florida residents and has provided care for more than 4,600 international visitors annually. Our physician practices, diagnostic centers, hospitals and advanced medical treatments and procedures, along with our highly qualified team of medical specialists, have distinguished Orlando Health as a healthcare leader. We are one of Central Florida's largest employers with more than 15,000 employees and nearly 3,000 affiliated physicians supporting our philosophy of providing a continuum of care that revolves around patients' needs. As a leading healthcare resource, providing world-class medical care as well as training our future healthcare providers, Orlando Health will continue to foster growth and development throughout the region for generations to come. We are looking for talented individuals to be part of our team.

Essential Functions

 Handles service issues from guests in a professional manner by utilizing excellent interpersonal skills including diplomacy, tact
and a concern for patient's needs.
 Respecting the confidentiality of patient information, thoroughly documents all guest requests and issues.
 Acts as a front line service recovery liaison between the hospital and the patient by interviewing patients and their families.
Investigates and expedites resolution of their complaints and concerns.
 Acts as a liaison with the Executive Vice President, Nurse Operation Managers, Chief of Staff and Physicians, Social Worker
Supervisor, Risk and Patient Account Management, Guest Services and various others.
 Proactively identifies trends and makes recommendations on global and issues related to customer service.
 Collects, tabulates, maintains, and analyzes appropriate statistical information and reports relevant results to reflect patient
satisfaction within areas of the hospital. Works to improve the hospital-patient relationship and overall customer satisfaction.
 Ensures that patient-driven requirements are understood by affected departments and are incorporated where appropriate and
facilitates cross-departmental communications and collaboration on patient concern related issues.
 Establishes and maintains an environment of positive and personal interaction with the hospital administration team, other
hospital staff and patients.
 Participates in committees that address patient survey issues and client service results.
 May participate in follow-up patient calls relative to customer satisfaction.
 Researches, identifies and recognizes staff team members listed in patient correspondence.
 Makes rounds from Administration/Management to VIPs and delivers complimentary gifts. Highlights available amenities to
these patients as needed and assures resolution of any concerns. Conducts rounds on several random patients per unit per
day/week to assess customer satisfaction.
 Contributes to special projects to increase the quality and presentation of guest areas. Identifies actionable physical plant
issues and, and under the direction of management, works with Support Services facilities to resolve issues to enhance
customer satisfaction.
 Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state
and local standards.
 Maintains compliance with all Orlando Health policies and procedures

Weekend availability is required.

  • Two (2) years experience in customer service.
  • Strong interpersonal, customer service and communication skills.
  • Knowledgeable in word processing, spreadsheet and database software.
  • Associates degree OR;
    An equivalent combination of relevant education and/or experience on a 1:1 basis; offsetting experience must be in the field of Customer Service.
  • BA degree in Health Administration, Business Administration or related field may substitute for two (2) years of work experience.