Customer Service Specialist

Location: Downtown Orlando - Orlando Regional Medical Service

Shift: Full Time

Title: Customer Service Specialist

About Guest Services

Our Guest Services team is dedicated to creating a warm, welcoming, and supportive environment for everyone who walks through our doors. From providing directions to assisting families during stressful moments, this team is all about hospitality, compassion, and going the extra mile. As one of the first points of contact at ORMC, Guest Services sets the tone for the patient and visitor experience—making kindness and helpfulness a daily mission.

Position Summary

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

Why Orlando Health?

Education : Preferred Education Program, Tuition Reimbursement, Career Online High School, English Language Learning, and Public Service Loan Forgiveness (PSLF)

Health : Medical, Prescription Drug Plan, Free Virtual Visits, Flexible Spending Account, Health Savings Account, Dental Plans, and Vision Plans

Retirement : Up to 5% employer matching contributions 100% vested in OH’s contributions after three years of service with 1,000 hours or more

Well-Being : TELUS Health, Active and Fit (access to fitness centers at a low rate), Real Appeal Weight Loss Program, Discount Program via PerkSpot, Team Member Pantry, Pet Therapy, Respite Rooms, and Grab and Go Meals

Life Insurance : Basic Life and Accidental Death & Dismemberment, Supplemental Life, and Dependent Life

Time Away: PTO, Four weeks paid parental leave, Leave of Absence, Extended Leave Plan, Short-Term Disability, and Long-Term Disability

Family/Pets: Fertility Benefits, Adoption Assistance, Up to 10 days per calendar year (use for: Back-up Child Care, Back-up Elder Care, and Back-up Pet Care), Virtual Tutoring, OH Way Scholarship, and Pet Insurance

Voluntary : Auto Insurance, Accident Insurance, Hospital Indemnity Insurance, and Critical Illness Insurance

100% PAID Tuition, as well as tuition reimbursement & monthly payments to help pay down any graduated school debt

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.

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