Director Of Guest Services- Orlando Regional Medical Center

Position Summary

The Director of Guest Services is responsible for overseeing operations for customer facing, first impression areas within the system. This position will have direct responsibility for Patient Escort Services, Valet Services, Shuttle Services, Guest Services and projects for facility-wide initiatives and process improvement as assigned by facility executives. The role will implement customer and patient experience initiatives across the

continuum and service lines. The role will assure operational performance across the assigned functional service areas and achievement of the implementation of initiatives to drive consistency and best practice performance. Optimization and improvement projects will be assigned ongoing, either on a temporary or permanent basis

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 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we provide care for more than 142,000 inpatient and 3.9 million outpatient visits each year. 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.

Responsibilities

Integrates service to business lines.

• Develops a positive, service-oriented culture among leaders and staff.
• Ensures the quality, cost and service levels provided match the expectations of patients, families, physicians, and internal customers.
• Focuses on improving guest satisfaction scores and implementing strategies for increasing operational efficiency.

Delivers services & maximizes operational excellence.

• Continually assesses, plans, and implements ever improving operational services
• Uses quality improvement tools and techniques to assess workflow opportunities and make process improvements.

Leads people.

• Fosters a communication system to assure all employees have relevant, timely, and appropriate information.
• Establishes and reviews expectations that guide, motivate, and hold people accountable for their work.
• Continuously takes action to enhance employee satisfaction.
• Conducts accurate and timely performance reviews.

Manages finances.

• Develops budget and manages within budget parameters.
• Demonstrates effective stewardship of limited resources.
• Demonstrates ongoing fiscal responsiveness.

Focuses on customers.

• Takes actions to meet and exceed the needs of customers.
• Sets an example of exemplary customer service.
• Continuously builds customer understanding by monitoring patient satisfaction performance and customer feedback.

Other Related Functions

• Participates in the planning of volunteer recognition events.
• Oversees the maintenance of the department facilities and equipment.

Qualifications

Education/Training

• Bachelor’s degree required

Licensure/Certification

• Certification in Patient Experience preferred

Experience

• Three (3) years of volunteer/guest service or closely related experience required, and three (3) years management experience. A Master’s degree may substitute for up to (2) years of volunteer/quest service, or related experience