Customer Service Specialist - Patient Experience - Bayfront Hospital

Orlando Health•St. Petersburg, FL

7d•Onsite

About The Position

The Customer Service Specialist supports patient experience efforts in the Emergency Department at Bayfront Hospital in Saint Petersburg, Florida. The specialist works with ED leaders, nurses, providers, and other team members to support an attentive, compassionate experience for patients and families. Through proactive rounding, listening, recognizing positive experiences, and identifying and escalating concerns, the specialist helps clinical teams focus on care and ensures issues are communicated and followed through. The role also supports clear communication and collaboration, recognizes staff contributions, identifies opportunities to improve the patient journey, and helps patients, families, and team members feel heard and supported.

Requirements

Associate degree, or an equivalent combination of relevant education and/or experience on a 1:1 basis; offsetting experience must be in customer service.
Two years of experience in a customer-service setting.
Strong interpersonal, customer-service, and communication skills.
Knowledge of word-processing, spreadsheet, and database software.

Nice To Haves

Knowledge of Microsoft Word, Excel, and Access is preferred.
A bachelor's degree in Health Services Administration, Business Administration, or a related field may substitute for two years of work experience.

Responsibilities

Handle guest service issues professionally, using diplomacy, tact, and concern for patient needs.
Respect the confidentiality of patient information and document guest requests and issues thoroughly.
Interview patients and families as a frontline service-recovery liaison between the hospital and patients.
Investigate complaints and concerns and expedite their resolution.
Liaise with hospital executives, nurse operations managers, the Chief of Staff and physicians, social workers, Risk and Patient Account Management, Guest Services, and other parties.
Identify customer-service trends and recommend broader improvements or responses to issues.
Collect, tabulate, maintain, and analyze statistical information and report relevant results on patient satisfaction.
Improve the hospital-patient relationship and overall customer satisfaction.
Ensure patient-driven requirements are understood by affected departments and incorporated where appropriate; facilitate cross-departmental communication and collaboration on patient concerns.
Maintain positive, personal interactions with hospital administration, staff, and patients.
Participate in committees addressing patient survey issues and client service results.
May make follow-up calls to patients regarding customer satisfaction.
Research, identify, and recognize staff members named in patient correspondence.
Conduct management rounds with VIPs, deliver complimentary gifts, highlight available amenities, and ensure concerns are resolved.
Round on several random patients per unit per day or week to assess customer satisfaction.
Contribute to special projects that improve the quality and presentation of guest areas.
Identify actionable physical-plant issues and, under management direction, work with Support Services facilities to resolve them and improve customer satisfaction.
Maintain reasonably regular and punctual attendance in accordance with applicable policies and standards.
Comply with Orlando Health policies and procedures.