U

University of Rochester

Private research university in Rochester, NY

Guest Services Representative 3

Full-Time
$19.15 - $25.85
Mid
Rochester, NY, USA
In Person
Medical, Clinical & VeterinaryClinical Support & Patient Administration

About the job

Requirements
  • A high school diploma is required.
  • Two to three years of customer service experience, or an equivalent combination of education and experience, is required.
  • Ability to communicate effectively with a diverse population and work through interactions where communication barriers are present.
  • Ability to handle highly stressful and emotional situations professionally and respectfully.
  • Ability to meet the physical requirements of the role, including frequently pushing up to 20 pounds of force and infrequently pushing greater than 20 pounds of force in provided chairs.
Responsibilities
  • Serve as a problem solver, advocate, and liaison for patients, visitors, and staff at locations throughout the Medical Center and Marketplace Orthopaedics.
  • Work independently under moderate supervision and use discretion within operational boundaries and procedures to handle complaints and resolve problems, escalating matters to management, Public Safety, or interdisciplinary teams when appropriate.
  • Answer high volumes of non-routine inquiries about UR Medicine and inform visitors of Strong Memorial Hospital policies and procedures.
  • Assist visitors and patients from diverse backgrounds by explaining practices, procedures, and policies, and communicate effectively when barriers are present.
  • Use operational systems and critical thinking to assess needs, provide accurate information, and direct visitors to appropriate resources such as Parking, Public Safety, Social Work, Patient Relations, and Care Management.
  • Manage difficult visitor encounters involving restricted visitor access, explain applicable policies, and determine appropriate next steps or escalations.
  • Handle sensitive patient information in accordance with HIPAA standards.
  • Provide accurate wayfinding instructions for on- and off-site Medical Center locations; maintain current location information in the Guest Services Blue Book and make minor system or procedure changes to address problems or improve effectiveness.
  • Answer internal and external Medical Center phone calls and assist callers or route calls to the appropriate department.
  • Initiate and respond to localized emergency page codes and provide support, equipment, and comfort to patients and interdisciplinary teams as needed.
  • Manage hospital access for visitors, vendors, and outpatients, including visitation guidelines and procedures for outpatient, inpatient, and service-related areas.
  • Monitor non-employee badging, explain visitation guidelines and expectations, handle complex or emotional interactions, and escalate non-compliance to Public Safety or department management.
  • Locate outpatient appointments and direct visitors accordingly; use the Visitor Management system to identify visitors.
  • Maintain public transportation schedules and contact taxis or other transportation as requested.
  • Maintain current information about Strong Memorial Hospital, the Medical Center, the University, and nearby community resources.
  • Provide transportation assistance using the Courtesy Cart, Staxis, wheelchairs, or walking escorts, including transportation for post-sedation ambulatory outpatients.
  • Oversee Guest Services convenience programs, including loaner pagers and phone chargers, the correspondence log, and daily newspaper distribution.
  • Provide guidance, coaching, and training to employees within and outside the department.
  • Coordinate with representatives across locations to communicate current information, especially about sensitive situations, and support Friends of Strong volunteers.
  • Support Ambulatory Nursing staff with post-sedation transport and one-on-one staffing until patients are released to a loved one.
  • Act as liaison between visitors and nursing units for unusual visitation situations, including restricted access, Child Protective Services, social work, difficult visitors and families, and end-of-life circumstances.
  • Coordinate with Public Safety to identify and address people not permitted in the facility.
  • Provide support and assistance to emergency code teams.
  • Serve as the main resource and family advocate when the Family Waiting Room is closed; collaborate with Post-Anesthesia Care Unit staff to provide guests with accurate, timely information and surgical updates.
  • Assist Transportation with wheelchair collection and Environmental Services with basic maintenance and cleanliness of Guest Services areas.
  • Assist Social Work and inpatient units with medical transportation reserved discharges using specialized equipment.
  • Assist with the Vendor Credentialing Kiosk at the Main Lobby desk.
  • Enforce visitation guidelines in Golisano Children's Hospital, the Emergency Department, and throughout the hospital, consulting with nursing staff on exceptions.
  • Perform other duties as assigned.
Desired Qualifications
  • Multilingual abilities are preferred.
  • A valid driver's license is preferred.
  • Knowledge of medical terminology is preferred.

About the company

U

University of Rochester

View
Website

The University of Rochester is a research university with programs spanning the humanities, health care, business, education, music, engineering, and the sciences.

Company Size

N/A

Company Stage

N/A

Total Funding

N/A

Headquarters

N/A

Founded

N/A

Get referred to University of Rochester

See people who can refer or advise you