Guest Services Representative

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Part time

Scheduled Weekly Hours:

22

Department:

500059 Ambassador and Guest Services

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$ $24.98

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

GENERAL PURPOSE

Serves as a problem solver, advocate and liaison for patients, visitors and staffs. Functions as the main resource for patient and visitor information and assistance. General duties include assisting patients and visitors, patient information, wayfinding, transporting outpatients and visitors throughout the hospital campus, maintaining cleanliness of areas and various other duties as assigned.

ESSENTIAL FUNCTIONS

• Serves as the front line for solving problems and handling complaints, utilizing ICARE service recovery concepts.
• Using independent judgment, determines when situations warrant escalation to management, Public Safety or other inter-disciplinary teams.
• Independently answers large volume of general inquiries involving all aspects of UR Medicine.
• Informs visitors of policies and procedures.
• Utilizing soft skills, assists diverse population of visitors/patients from all demographic backgrounds to ensure proper information is provided in a meaningful way.
• Communicates effectively and works through interactions where barriers to communication are present.
• Utilizing expert knowledge of available resources, uses critical thinking skills to ascertain individual needs/requests and provide accurate information.
• Expertly navigates difficult visitor encounters for patients with restricted visitor access (NI/NB status).
• Directs visitors to proper resources as needed.
• Utilizes Visitor Management system to properly identify visitors when required.
• Locates outpatient appointments and directs accordingly.
• Effectively communicates accurate wayfinding instructions to all URMC locations on or off-site.
• Maintains public transportation schedules and contacts taxis or appropriate transportation as requested.
• Provides transport assistance for outpatients/families utilizing the Courtesy Cart, Staxis, wheelchairs or walking escorts.
• Provides main transportation/support for post-sedation Ambulatory outpatients.
• Maintains current information about SMH, Medical Center, University and nearby resources, such as hotels, churches, restaurants, etc.
• Answers phone calls to the Medical Center.
• Assists caller or re-routes call to the appropriate department.
• Handles sensitive patient information in accordance with HIPAA standards.
• Responds to all localized Emergency Page Codes.
• Offers support, equipment, and comfort to both patient and interdisciplinary teams as required by the situation.
• Keeps abreast of changes policy, procedure, and guidelines to ensure compliance and safety for all visitors.
• Oversees programs, such as Loaner Pager and Phone Charger Loaner programs, correspondence log, and daily newspaper distribution.
• Supports new staff by sharing knowledge and assisting in various training activities.
• Works collaboratively with peers in all locations assuring up to date information is relayed.
• Assists with basic cleanliness of work area, transportation of discharged patients, and Vendor Credentialing Kiosk.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years of customer service experience required
  Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present required
• Ability to handle highly stressful and emotional situations professionally and respectfully required
• Ability to frequently push up to 20 lbs. of force and infrequently push greater than 20 lbs. of force in the provided chairs required
• Multi-lingual abilities preferred
  Knowledge of medical terminology preferred

LICENSES AND CERTIFICATIONS

• DL NUMBER - Driver License, Valid and in State upon hire preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.