About this role
Position Summary
We are seeking an energetic, compassionate, and highly engaged Customer Service Specialist to support patient experience efforts within our Emergency Department. This position will work closely with ED leaders, nurses, providers, and team members to help create an incredible experience for every patient and family who enters our doors. Through proactive patient and family rounding, the specialist will build relationships, listen for opportunities, recognize what is going well, and help identify and escalate concerns in real time so that our clinical teams can remain focused on delivering exceptional care.
This individual will foster meaningful connections between patients, families, and team members; support clear and compassionate communication; remain curious about what matters most to our patients; and demonstrate commitment by helping ensure concerns are appropriately communicated and followed through. The specialist will also serve as a strong partner to ED staff, recognizing team members for the difference they make, identifying opportunities to improve the patient journey, and helping create an environment where patients, families, and team members feel heard, valued, and supported.
This position is located at Bayfront Hospital in Saint Petersburg, FL.
Responsibilities
- 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.
Qualifications
Education/Training
- 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.
Licensure/Certification
- None.
Experience
- Two (2) years of experience in a customer service setting.
- Strong interpersonal, customer service and communication skills.
- Knowledgeable in word processing, spreadsheet and database software, preferably Word, Excel and Access.
- Bachelor degree in Health Services Administration, Business Administration or related field may substitute for two (2) years of work experience.