Customer Service Consultant

3 weeks ago


Orlando, United States Orlando Health Full time

Position Summary:

Position Summary
The Customer Service for (EVS) is responsible for handling patient EVS complaints and concerns, while working to increase overall
customer satisfaction. Assists with the onboarding, training, and education of all environmental services team members regarding
Customer Services/The Orlando Way. Customer experience and satisfaction also includes rounding and setting the patient or families
expectation of service levels. Assists with development and monitoring EVS and procedures and contributes to department quality
initiatives and programs serves as a member of the EVS Guidance Team. The Customer Service team will also assist with throughput
communication between patients and EVS expectations.

Responsibilities:

Essential Functions
Handles service issues from guests in a professional manner by utilizing excellentinterpersonal skills including diplomacy, tact, and a
concern for patients 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 expeditesresolution of their complaints and concerns.
Responds to common inquiries or complaints from customers, using appropriate designated engagement techniques.
Acts as a liaison with the Operation Managers, Director, and others.
Proactively identifiestrends andmakesrecommendations on global and issuesrelated to customer service.
Collects, tabulates, maintains, and analyzes appropriate statistical information and reports relevant results to reflect patient
satisfaction within areas of the hospital. Worksto improve the hospital-patientrelationship and overall customersatisfaction.
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.

Qualifications:

Education/Training
High School Diploma or GED, required.
Licensure/Certification
Strong interpersonal, customer service and communication skills.
Knowledgeable in word processing, spreadsheet, and database software, preferably Word, Excel.
Customer Service Certification, preferred.



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