Patient Experience Rep

Position Summary

Located in downtown Orlando, Orlando Health Orlando Regional Medical Center (ORMC) has served the Central Florida community for more than 100 years. With 898 acute-care and rehabilitative beds, it is among the largest acute-care facilities in the region and the only Level I Trauma Centers in Central Florida. The hospital has earned recognition from U.S. News & World Report as a “Best Hospital” in Central Florida and rated high performing in 12 adult procedures and conditions. Orlando Health ORMC holds the most Beacon Awards for Excellence in the state, awarded by the American Association of Critical-Care Nurses to units that employ evidence-based practices to improve patient and family outcomes, and is the only adult-care hospital in Orlando to achieve Magnet® Recognition, the gold standard for nursing’s contribution to quality patient care, safety, research and service excellence.

Orlando Health ORMC is the flagship hospital of the Orlando Health system of care, which includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, our 27,000+ team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you

Supports the Aid and Assist line for the Patient Experience team and department.

Responsibilities

Answers and responds to calls for the Aid and Assist line ensuring that the call center is open during advertised hours of operation.

 Identifies challenges and responds with OH vision and values.

 Continues open communication with OH Team members until the challenge is solved.

 Ensures that the feedback, positive or negative, is received by appropriate areas including escalating the concerns to the correct Administrator or Department.

 Logs all calls for follow up and inventory used for tracking purposes.

 Supports and provides service recovery.

 Demonstrates broad knowledge of the hospital departments and campus layout.

 Maintains professional working relationships with all hospital staff, managers, and departments.

 Delegate’s tasks as necessary to ensure calls are responded to in a timely manner.

 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.

Other Related Functions

 Assumes responsibility for professional growth and development.

 Flexibility with schedule to support the needs of the department.

Qualifications

Education/Training

High School diploma or equivalent.

Licensure/Certification

None.

Experience

Two (2) years of customer service experience required.

Proficiency in Microsoft Office software required.