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.
• 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.
Education/Training
High School diploma or equivalent.
Experience
Two (2) years of experience in the customer service or hospitality industry setting.