Guest Service Manager

Location: Health Park Medical Center - 9981 So Health Park Circle, Fort 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

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.

• Educational Requirements:
  
  Degree/Diploma Obtained – Program of Study Required. Preferred and/or Bachelor's in Healthcare or Bachelor's in Public Relations.
• Experience Requirements:
  Minimum 5 Years Customer Service Required and 1 Year Healthcare Required.
• State of Florida Licensure Requirements:
  Licenses Required/Preferred and/or Not Required.
• Certifications/Registration Requirements:
  Certificates/Registrations Required/Preferred and/or.