Position Summary

Location: Lake Mary Hospital
Department: LMH Guest Services
Position Status: Pool

Lake Mary Hospital is seeking a Guest Services Representative. This role is responsible for providing exceptional service to patients and guests to ensure a positive experience within a hospital setting. This role involves greeting guests, handling inquiries, resolving concerns, and assisting with various guest needs. The ideal candidate is friendly, professional, and dedicated to maintaining high standards of hospitality.

Orlando Health Lake Mary Hospital represents Orlando Health’s continued commitment to the Seminole County community, which we have proudly served for 40 years. As a comprehensive acute care facility, the hospital offers a full scope of medical and surgical services, including cardiovascular, general surgery, orthopedics, and women’s services with labor and delivery, alongside a future NICU. Opening with 124 beds, the 455,000 square foot hospital will be able to expand to up to 240 beds. State-of-the-art facilities include operating rooms, catheterization labs, interventional radiology, a vascular lab, an ICU and a full-service emergency department.

For labor and delivery, the hospital features six private suites thoughtfully designed to make you feel at home while providing exceptional medical care. Each suite includes a hydrotherapy tub for laboring, shower, recliner, adjustable bed with a squat bar, wireless and waterproof heart rate monitors for mom and baby, a smart board that integrates patient and nurse information from Epic, WiFi, and televisions. These modern amenities ensure a comfortable and supportive environment for every patient.

Features include:

• Center for Women and Babies
• Six state-of-the-art operating rooms
• Three catheterization labs with a dedicated interventional radiology and vascular lab
• Comprehensive cardiovascular care
• 16 ICU beds
• Observation unit
• Imaging
• Lab
• Orlando Health Scripts pharmacy
• Dining and café
• Chapel

Top Reasons to Choose Orlando Health – Lake Mary Hospital: BEST Place to Work for 6 years!

As a new hospital, Orlando Health Lake Mary offers unique opportunities for career advancement, leadership roles, and professional development.

Benefits Package that begins on day one (Full-Time & Part-Time only).
Flexible Schedules
Tuition Reimbursement up to $5,000 a year.

Responsibilities

Core Responsibilities

• Greets and welcomes guests promptly upon arrival.
• Assists guests with check-in procedures by providing visitor badge.
• Displays a caring attitude as well as sensitivity to the needs/concerns of customers.
• Escorts guests to their in-hospital destinations as needed.
• Responds to guest/team members’ inquiries and requests in a timely manner.
• Maintains current knowledge of hospital personnel, departments, and their locations in order to assist guests in a timely manner.
• Makes rounds on a regular basis of patient areas to identify and meet patient/visitor needs.

Administrative Tasks

• Maintains accurate records of guest interactions via FastPass system.
• Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Care Management, and Home Health.
• Assists Care Management with transportation and hotel/flight arrangements for patients and their families.

Communication

• Communicates effectively with guests, team members, and management.
• Keeps the leadership team informed of any significant issues or unusual situations.

General Duties

• Presents a professional image in dress, hygiene and communications skills.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Ability to work in a fast-paced environment with minimal supervision.
• Demonstrates flexibility with work schedule by adapting hours and shifts to meet business needs, including evenings, weekends, and holidays as necessary.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Attends in services/meetings as required.
• Completes all mandatory education.
• Assumes the responsibility for professional growth and development.
• Other duties as assigned.

Qualifications

Education/Training

High School diploma or equivalent.

Licensure/Certification

None.

Experience

Two (2) years of experience in a customer service setting.