Position Summary:
Handles unresolved patient complaints and concerns while working to increase overall customer satisfaction.
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.
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