Guest Services Rep III

Ambassador And Guest Services

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

Opening : Regular

Time Type : Full time

Scheduled Weekly Hours : 40

Department : 500059 Ambassador and Guest Services

Work Shift : UR - Day (United States of America)

Range : UR URCB 203 H

Compensation Range : $18.00 - $23.81

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

With general direction of the Ambassador Management Team and with latitude for independent initiative and judgment : Serves as a problem solver, advocate and liaison for patients, visitors and staff at 12 locations throughout the Medical Center. Exemplifying ICARE values as the first impression of URMC, Ambassadors function as the main resource for patient and visitor information and assistance within the Medical Center and Clinton Crossings Building D. General duties include assisting patients and visitors, patient information, wayfinding, transporting outpatients and visitors, maintaining cleanliness of areas and various other duties as assigned.

Essential Functions

Problem Solving / Utilization of Critical Thinking Skills

• 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 answer large volume of general inquiries involving all aspects of UR Medicine.
• Informs visitors of SMH policy and procedures.
• Utilizing soft skills, assists diverse population of visitors / patients from all demographic backgrounds to assure proper information is provided in a meaningful way.
• Communicate effectively and work through interactions where barriers to communication are present.
• Utilizing expert knowledge of available resources, use critical thinking skills to ascertain individual needs / requests and provide accurate information.
• Directs visitors to proper resources as needed i.e. Parking, DPS, Social Work, Patient Relations, Care Management etc.
• Expertly navigate difficult visitor encounters for patients with restricted visitor access (NI / NB status). Inform visitors of SMH policy and independently determine appropriate next steps based on individual situation.
• Determine when to escalate to management or Public Safety using independent judgment.
• Handles sensitive patient information in accordance with HIPAA standards.
• Respond to all localized Emergency Page Codes.
• Offer support, equipment and comfort to both patient and interdisciplinary teams as required by the situation.
• Effectively communicate accurate wayfinding instructions to all URMC locations on or off-site.
• Maintains up to date information regarding location changes throughout the system in Ambassador Blue Book.
• Answer internal and external phone calls to the Medical Center.
• Assist caller or re-route call to the appropriate department.
• Respond to all localized Emergency Page Codes. Offer support, equipment and comfort to both patient and interdisciplinary teams as required by the situation.

Visitor / Access Management

Patient / Visitor Support

Interdepartmental Support

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

Licenses and Certifications