Position Summary Location:

Lake Mary Hospital Department:

LMH Guest Services Position Status :

Full-Time Position Summary Lake Mary Hospital is seeking a Customer Service Specialist to join the Guest Services team. This role is responsible for addressing and resolving patient complaints and concerns while providing exceptional service and helping enhance the overall patient experience and satisfaction. Schedule This is a Full-time, biweekly schedule with varying hours by week: Week 1

Sunday:

8:30 AM

•7:00

PM Tuesday:

8:30 AM

•7:00

PM Wednesday:

11:30 AM

•7:00

PM Friday:

11:30 AM

•7:00 PM Week 2

Sunday:

8:30 AM

•7:00

PM Tuesday:

8:30 AM

•7:00

PM Wednesday:

11:30 AM

•7:00

PM Saturday:

11:30 AM

•7:00 PM Orlando Health Lake Mary Hospital Orlando Health Lake Mary Hospital represents Orlando Health's continued commitment to the Seminole County community, which we have proudly served for 40 years. As a comprehensive acute care facility, the hospital offers a full scope of medical and surgical services, including cardiovascular, general surgery, orthopedics, and women's services with labor and delivery, alongside a future NICU. Opening with 124 beds, the 455,000 square foot hospital will be able to expand to up to 240 beds. State-of-the-art facilities include operating rooms, catheterization labs, interventional radiology, a vascular lab, an ICU and a full-service emergency department. For labor and delivery, the hospital features six private suites thoughtfully designed to make you feel at home while providing exceptional medical care. Each suite includes a hydrotherapy tub for laboring, shower, recliner, adjustable bed with a squat bar, wireless and waterproof heart rate monitors for mom and baby, a smart board that integrates patient and nurse information from Epic, WiFi, and televisions. These modern amenities ensure a comfortable and supportive environment for every patient.

Features include:

Center for Women and Babies Six state-of-the-art operating rooms Three catheterization labs with a dedicated interventional radiology and vascular lab Comprehensive cardiovascular care 16 ICU beds Observation unit Imaging Lab Orlando Health Scripts pharmacy Dining and café Chapel Top Reasons to Choose Orlando Health

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Lake Mary Hospital:

BEST Place to Work for 6 years! As a new hospital, Orlando Health Lake Mary offers unique opportunities for career advancement, leadership roles, and professional development. Benefits Package that begins on day one (Full-Time & Part-Time only). Flexible Schedules Tuition Reimbursement up to $5,000 a year. Responsibilities 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. Licensure/Certification None 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.

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. Licensure/Certification None 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.