Customer Service Specialist – Childrens Emergency & Trauma Unit Position Available In Orange, Florida

Customer Service Specialist – Children’s Emergency & Trauma Unit 3.8 3.8 out of 5 stars Orlando, FL 32806 •

Remote Position Summary:

Join Our Team at Orlando Health Arnold Palmer Hospital! The Customer Service Specialist handles unresolved patient complaints and concerns while working to increase overall customer satisfaction.

Location:

Orlando Health Arnold Palmer Hospital for

Children, Orlando, FL Department:

Children’s Emergency & Trauma Unit Type:

Variable Full-time Shift :

Varies (specific days and hours may vary) Children’s Emergency Department The Children’s Emergency Department provides care on a 24-hour a day, 7-day a week basis, and is located on the first floor of Arnold Palmer Hospital for Children. It consists of 29 private Acute Care beds and four (4) Resuscitation/Trauma beds. Clinical activities include but not limited to: triaging ED patients, emergent stabilization of both medical and trauma patients, procedural sedation, cardiac monitoring as appropriate, medication administration, collection of laboratory specimens, IV therapy, point of care testing including; glucose monitoring, urine screens, and rapid strep screens, and patient and family education including medical care, treatment and prevention. Top Reasons to Choose Orlando Health – Arnold Palmer Hospital for

Children:

Competitive Pay:

Evening, nights, and weekend shift differentials offered for qualifying positions. RNs in this unit receive a 6% premium added to the hourly rate. Free Continued Education Opportunities Nurse Certification Opportunity Benefits Start Day 1 of hire Room for growth Just Culture & much, much more! Student loan repayment, tuition reimbursement, back up elder and childcare, pet insurance, etc. Orlando Health Arnold Palmer Hospital for Children Providing compassionate care to the children, teenagers and young adults of Central Florida for more than 30 years, Orlando Health Arnold Palmer Hospital for Children is located on the downtown Orlando campus and includes 156 licensed beds for specialized care for children as well as the Bert Martin’s Champions for Children Emergency Department & Trauma Center, offering trauma care for children as the pediatric site of the Orlando Health ORMC Level One Trauma Center. State-of-the-art pediatric services are provided by a comprehensive staff that includes pediatric subspecialty physicians and a nursing team that is “Magnet” recognized for nursing excellence and high-quality patient care. The hospital also has earned national recognition for 12 consecutive years as a “Best Children’s Hospitals” by U.S. News & World Report and was included, together with Orlando Health ORMC, in the IBM Watson Health 100 Top Hospitals® list for 2021.

Responsibilities:

Essential Functions 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.

Qualifications:

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