Guest Service Manager
Location: Lee Memorial Hospital -2776 Cleveland AveFort Myers FL 33901
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 Obtained | Program of Study | Required/ Preferred | and/or |
| Bachelor's | Healthcare | Preferred | or |
| Bachelor's | Public Relations | Preferred |
Experience Requirements
| Minimum Years Required | Area of Experience | Required/ Preferred | and/or |
| 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
US:FL:Fort Myers
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