Logo of Huzzle

Home

Matches

Explore

Manage

Customer Service Specialist

image

Orlando Health

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Orlando

AI generated summary

  • You need an associate's degree or equivalent experience, 2 years in customer service, strong interpersonal skills, and knowledge of Word, Excel, and Access; a bachelor’s can substitute for experience.
  • You will handle guest service issues, document requests, resolve complaints, analyze patient satisfaction data, and collaborate with departments to improve customer service and patient relations.

Requirements

  • 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.
  • None.
  • 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.

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.

FAQs

What are the primary responsibilities of a Customer Service Specialist?

The primary responsibilities include handling unresolved patient complaints, documenting guest requests, acting as a liaison between the hospital and patients, and proactively identifying trends to improve customer service.

What qualifications are necessary for this position?

A minimum of an Associates degree or equivalent relevant experience in a customer service setting is required. A Bachelor's degree in Health Services Administration or Business Administration may also substitute for work experience.

Is there any required licensure or certification for this position?

No specific licensure or certification is required for this position.

How much experience is preferred for candidates applying for this role?

Candidates are expected to have at least two (2) years of experience in a customer service setting.

What skills are essential for a Customer Service Specialist?

Essential skills include strong interpersonal, customer service, and communication skills, as well as proficiency in word processing, spreadsheet, and database software, preferably Microsoft Word, Excel, and Access.

Will I need to conduct statistical analysis for patient satisfaction?

Yes, the role involves collecting, maintaining, and analyzing statistical information related to patient satisfaction and reporting relevant results.

How does the Customer Service Specialist interact with hospital staff and administration?

The specialist will establish and maintain positive interactions with the hospital administration team, other staff members, and patients, facilitating communication and collaboration on patient-related issues.

Are there opportunities for participating in committees within the hospital?

Yes, the Customer Service Specialist will participate in committees that address patient survey issues and client service results.

What is the main goal of a Customer Service Specialist in this position?

The main goal is to increase overall customer satisfaction while addressing patient complaints and concerns effectively and professionally.

image

Orlando Health

A trusted leader inspiring hope through the advancement of health.

Science & Healthcare
Industry
10,001+
Employees
1918
Founded Year

Mission & Purpose

Orlando Health is a not-for-profit healthcare organization with $7.6 billion of assets under management that serves the southeastern United States. Headquartered in Orlando, Florida, the system was founded more than 100 years ago.