Customer Service Specialist - Patient Experience - Bayfront Hospital

Bayfront Health•Saint Petersburg, FL

8d•Onsite

About The Position

The Customer Service Specialist supports patient experience efforts in the Emergency Department at Bayfront Hospital in Saint Petersburg, Florida. Working closely with ED leaders, nurses, providers, and other team members, the specialist helps create a positive experience for patients and families through proactive rounding, relationship-building, listening, recognizing what is going well, and identifying and escalating concerns in real time. The role supports clear, compassionate communication and helps ensure concerns are communicated and followed through so clinical teams can focus on care. The specialist partners with ED staff, recognizes team members, identifies opportunities to improve the patient journey, and contributes to an environment where patients, families, and staff feel heard, valued, and supported. The position also handles service recovery, documents concerns while protecting patient confidentiality, analyzes customer-satisfaction information, and coordinates with hospital departments and leadership to resolve issues and improve the patient experience.

Requirements

Associate degree, or an equivalent combination of relevant education and/or experience on a 1:1 basis; experience used to offset education 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, interpersonal skills, and concern for patient needs.
Respect patient confidentiality and thoroughly document guest requests and issues.
Serve as a frontline service-recovery liaison by interviewing patients and families, investigating complaints and concerns, and expediting resolution.
Liaise with hospital executives, nurse operation managers, the Chief of Staff and physicians, social work leadership, risk and patient account management, guest services, and other stakeholders.
Identify customer-service trends and recommend broader improvements or issue-specific actions.
Collect, tabulate, maintain, and analyze statistical information and report relevant results about patient satisfaction.
Help 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 participate in follow-up patient calls related to customer satisfaction.
Research, identify, and recognize staff members named in patient correspondence.
Conduct rounds with administration and management, visit VIP patients, deliver complimentary gifts, highlight available amenities, and help resolve concerns.
Round on random patients across units 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 enhance customer satisfaction.
Maintain reasonably regular and punctual attendance consistent with applicable policies and laws.
Comply with Orlando Health policies and procedures.