Customer Service Representative

3 days ago

Orlando, Florida, United States Orlando Health Full time
Job Title: Customer Service Specialist

At Orlando Health, we are seeking a highly skilled Customer Service Specialist to join our team. As a key member of our customer service team, you will be responsible for handling unresolved patient complaints and concerns, while working to increase overall customer satisfaction.

Key Responsibilities:
  • Handle service issues from guests in a professional manner, utilizing excellent interpersonal skills, including diplomacy, tact, and a concern for patients' needs.
  • Respect the confidentiality of patient information, thoroughly documenting all guest requests and issues.
  • Act as a front-line service recovery liaison between the hospital and the patient, interviewing patients and their families, investigating and expediting resolution of their complaints and concerns.
  • Act as a liaison with various hospital departments, including Executive Vice President, Nurse Operation Managers, Chief of Staff, and Physicians, Social Worker Supervisor, Risk and Patient Account Management, Guest Services, and others.
  • Proactively identify trends and make recommendations on global and issues related to customer service.
  • Collect, tabulate, maintain, and analyze statistical information, reporting relevant results to reflect patient satisfaction within areas of the hospital.
  • Work to improve the hospital-patient relationship and overall customer satisfaction.
  • Ensure that patient-driven requirements are understood by affected departments and are incorporated where appropriate, facilitating cross-departmental communications and collaboration on patient concern-related issues.
  • Establish and maintain a positive and personal interaction with the hospital administration team, other hospital staff, and patients.
Qualifications:
  • Associates degree or equivalent combination of relevant education and/or experience on a 1:1 basis, with offsetting experience 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.
  • Bachelor's degree in Health Services Administration, Business Administration, or related field may substitute for two (2) years of work experience.

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