Customer Service Specialist - Orlando Health Cancer Institute

Orlando Health•Orlando, FL

5h•Onsite

About The Position

Handles unresolved patient complaints and concerns while working to increase overall customer satisfaction. Orlando Health Cancer Institute is a top cancer care provider in Florida, offering comprehensive, multidisciplinary cancer care across multiple treatment and practice locations. They specialize in over 200 types of cancer, utilizing state-of-the-art technologies and supporting a robust research program with access to innovative diagnosis, treatment, and symptom management options. The institute is accredited by the Commission on Cancer and has earned accreditations in various specialties. It is part of the Orlando Health system, which has a 100-year legacy of providing care across numerous facilities. Orlando Health is committed to offering benefits that go beyond the expected, including career-growing education programs and well-being services, with benefits starting on day one and a focus on flexibility. "Orlando Health Is Your Best Place to Work" is their promise.

Requirements

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.
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.

Nice To Haves

Bachelor degree in Health Services Administration, Business Administration or related field may substitute for two (2) years of work experience.

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.