Position Summary This position is responsible for promoting an unparalleled customer service experience for patients, families, and guests while supporting the delivery of high-quality care and services within Orlando Health. The position champions the continuum of care through collaboration and interdepartmental communication across the pre-admission, admission, and discharge phases, serving as a dedicated liaison between patients, families, operational departments, service personnel, and contracted services. Responsibilities • Provides directions and information regarding the Institute's services, amenities, and hours of operation to all patients, guests, and team members. • Delivers timely and knowledgeable responses to inquiring patients, guests, and team members. • Responds and resolves customer service concerns and initiates necessary follow-up with appropriate individuals. • Implements service recovery efforts as appropriate. • Coordinates non-clinical services and amenities for patients and families upon request. • Hosts welcome sessions for future patients and families. • Understands the nature of the services provided by the hospital departments to support patients, operations, and goals. • Reviews pre-hospital checklist for completion and follows up with department leaders to resolve outstanding items. • Leads hospitality services operations by maintaining open communication with department leaders, anticipating changes, and disseminating relevant information to the appropriate areas to support patient flow. • Promotes personalized patient comfort and support for all admitted patients throughout their stay. • Assists patients with access and navigation of patient online services. • Conducts routine department daily rounding to promote outstanding customer service. • Facilitates resolution and closure in quality of care and service issues. • In alignment with the multidisciplinary team, serves as the discharge coordinator for the hospitality service departments and vendors. • Remains current with hospitality trends within the healthcare setting and makes recommendations for program improvements. • Partners with the interdisciplinary team and contracted services to develop resource information and education materials for patients and families. • 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 High School diploma or equivalent. Experience Two (2) years of experience in the customer service or hospitality industry setting.
Education/Training High School diploma or equivalent. Experience Two (2) years of experience in the customer service or hospitality industry setting.