Guest Service Manager

Location:HealthPark Medical Center -9981 So HealthPark CircleFort Myers FL 33908

Department: Customer Service

Work Type: Full Time

Shift: Shift 1/8:00:00 AM to 4:00:00 PM

Minimum to Midpoint Pay Rate:$23.57 - $31.83 / hour

Summary

Ensures an excellent service experience is provided to patients and families. The position provides leadership to the Customer Service staff (Guest Service Representatives at the surgical waiting area// customer service office and the front desk staff and volunteers) including selection// evaluation// development// and restructuring as appropriate to deliver value to the units and departments. The manager works closely with leadership and staff to ensure all patient satisfaction data is reviewed and initiatives developed to improve results. Provides direction to leadership staff to promote quality patient care and customer service on a continuous basis. Advocates for patient rights. Coaches staff and leadership to address and resolve customer concerns and service defects identified in surveys// rounds and patient letters. Oversees the tracking// trending and reporting of patient compliments// complaints and overall satisfaction. This position across multiple departments and service lines in the acute hospital setting. Ensures proper dissemination of information regarding patients// healthcare system and community resources. Proactively rounds on a daily basis to increase number of positive patient encounters.

Requirements

Educational Requirements

Degree/Diploma ObtainedProgram of StudyRequired/
Preferredand/orBachelor'sHealthcarePreferredorBachelor'sPublic RelationsPreferred

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Experience Requirements

Minimum Years RequiredArea of ExperienceRequired/
Preferredand/or5 YearsCustomer ServiceRequiredand1 YearHealthcareRequired

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State of Florida Licensure Requirements

LicensesRequired/
Preferredand/orNot Required

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Certifications/Registration Requirements

Certificates/RegistrationsRequired/
Preferredand/or

US:FL:Fort Myers