Customer Service Specialist (Part Time)

Position Summary Join Our Team at Orlando Health Winnie Palmer Hospital! The Customer Service Specialist handles unresolved patient complaints and concerns while working to increase overall customer satisfaction. Location: Orlando Health Winnie Palmer Hospital for Women & Babies, Orlando, FL Department: Women's Triage Unit Type: Part-time (Three 8 hour shifts each week) Shift: Varies - The hours for this role will be Monday-Saturday 1500-2300 and alternating Saturdays from 11a-7p About the Women's Triage Unit: Our Women's Triage Unit is the first point of care for expectant mothers and women requiring urgent obstetric or gynecologic evaluation. The unit sees a high volume of patients and operates in a fast-paced environment, providing comprehensive care including: Evaluation of labor progression and obstetric emergencies. Care for high-risk pregnancies in collaboration with maternal-fetal medicine specialists. Support for gynecologic emergencies, such as miscarriages and ectopic pregnancies. A multidisciplinary approach to ensure the best outcomes for patients and families. As part of our team, you will have the opportunity to work alongside some of the most skilled professionals in women's health, supported by advanced technology and resources in a state-of-the-art facility. Top Reasons to Choose Orlando Health: Medical, Dental, Vison 403(b) Retirement Savings Plan Health Savings Account (HSA) Flexible Spending Account (FSA) Paid Time Off (Up to 5 weeks to start) Life Insurance Extended Leave Plan (ELP) Family Care (child care, elder care, pet care) Paid Parental Leave Pet Insurance Car Insurance 100% PAID Tuition as well as tuition reimbursement & monthly payments to help pay down any graduated school debt Why Orlando Health Winnie Palmer Hospital? One of the largest women's hospitals in the nation, delivering over 14,000 babies annually. Magnet-recognized hospital committed to nursing excellence. A collaborative work culture that fosters innovation and professional development. Comprehensive benefits package, including tuition reimbursement, leadership development programs, and career advancement opportunities. At Orlando Health, we're not just a workplace-we're a family committed to supporting you through every stage of your life and career. "Orlando Health Is Your Best Place to Work" isn't just a promise-it's a reality we live every day. 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.

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.

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.