University of Rochester

Private research university in Rochester, NY

Guest Services Representative 3

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeRochester, NY, USA$19.15 - $25.85In-person

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 using the provided chairs.

Responsibilities

Serve as a problem solver, advocate, and liaison for patients, visitors, and staff at 12 Medical Center locations, providing patient and visitor information and assistance.
Work independently under moderate supervision and use discretion within operational boundaries and procedures to solve problems, handle complaints using ICARE service recovery concepts, and determine when to escalate situations to management, Public Safety, or interdisciplinary teams.
Answer high volumes of typically non-routine inquiries involving UR Medicine and inform visitors of Strong Memorial Hospital policies and procedures.
Assist visitors and patients from diverse backgrounds by providing meaningful information, explaining practices, procedures, and policies, and working through communication barriers.
Use operational systems and critical thinking to assess individual needs, provide accurate information, and direct visitors to resources such as Parking, DPS, Social Work, Patient Relations, and Care Management.
Manage difficult visitor encounters involving restricted visitor access, explain hospital policies, determine appropriate next steps, and escalate situations when appropriate.
Handle sensitive patient information in accordance with HIPAA standards.
Provide accurate wayfinding instructions for on-site and off-site URMC locations; maintain the Guest Services Blue Book and make minor system and procedure changes to solve problems or improve team 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; serve as a resource on operational systems and hospital access procedures.
Propose solutions to problems for management review.
Serve as a resource on hospital COVID-19 access and visitation guidelines, restrictions, and procedures for outpatient, inpatient, and service-related areas.
Monitor proper badging by non-employees in the hospital.
Explain visitation guidelines and expectations, including when visitors are not allowed, and escalate non-compliance to DPS or department management as needed.
Serve as the first point of contact at multiple URMC and off-site locations.
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 resources such as hotels, churches, and restaurants.
Provide transportation assistance to outpatients and families using the Courtesy Cart, Staxis, wheelchairs, or walking escorts.
Provide transportation and support 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.
Collaborate with Representatives at all locations to communicate up-to-date information, especially regarding sensitive situations.
Support and advise Friends of Strong volunteers.
Support Ambulatory Nursing staff by transporting post-sedation patients and providing one-on-one staffing until patients are released to a loved one.
Act as a liaison between visitors and nursing units for unique visitation interactions and exceptional circumstances.
Coordinate with DPS to identify and address individuals who are not permitted in the facility.
Provide support and assistance to emergency code teams.
Serve as a resource and family advocate when the Family Waiting Room is closed, and collaborate with PACU staff to provide guests with accurate, timely information and surgical updates.
Assist Transportation with wheelchair collection.
Assist Environmental Services with basic maintenance and cleanliness of areas where Guest Services is present.
Assist Social Work and inpatient units with Medical Motors reserved discharges using specialized equipment.
Assist with the Vendor Credentialing Kiosk at the Main Lobby desk.
Enforce visitation guidelines in GCH, Emergency, and throughout the hospital, consulting nursing staff about exceptions to existing guidelines.
Perform other duties as assigned.

Desired Qualifications

Multilingual abilities are preferred.
A valid driver's license is preferred.
Knowledge of medical terminology is preferred.

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:

Full time

Scheduled Weekly Hours:

Department:

500059 Ambassador and Guest Services

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$19.15 - $25.85

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 Guest Services 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, Representatives function as the main resource for patient and visitor information and assistance within the Medical Center and Marketplace Orthopaedics. Representatives serve as problem solvers, advocates and liaisons for visitors and staff.

ESSENTIAL FUNCTIONS

Problem Solving/Utilization of Critical Thinking Skills

Works independently under moderate supervision.
Serves as the front line for solving problems and handling complaints utilizing ICARE service recovery concepts. Frequently required to apply discretion within broad operational boundaries and procedures. Using independent judgment, determines when situations warrant escalation to management, Public Safety or other inter-disciplinary teams.
Independently answers large volume of inquiries that are typically not routine 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; explains practices, procedures and policies in order to reach agreement. Communicates effectively and work through interactions where barriers to communication are present.
Utilizing expert knowledge in a broad array of operational systems, uses 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 navigates difficult visitor encounters for patients with restricted visitor access (NI/NB status). Informs visitors of SMH policy and independently determine appropriate next steps based on individual situation. Determines when to escalate to management or Public Safety using independent judgment.
Handles sensitive patient information in accordance with HIPAA standards
Effectively communicates accurate wayfinding instructions to all URMC locations on or off-site. Maintains up to date information regarding location changes throughout the system in Guest Services Blue Book; responsible for making minor changes in systems and procedures to solve problems or improve effectiveness of the team.
Answers internal and external phone calls to the Medical Center. Assists caller or re-route call to the appropriate department.
Initiates and responds to all localized Emergency Page Codes. Offers support, equipment and comfort to both patient and interdisciplinary teams as required by the situation.

Visitor/Access Management

Utilizing expertise and independent judgment, serves as main resource for management of hospital access for visitors, vendors and outpatients which requires broad knowledge of operational systems.
May propose solutions to problems for management review.
Serves as hospital COVID-19/access expert for visitation guidelines, restrictions and procedures for Outpatient, Inpatient and Service Related areas.
Monitors proper badging is being maintained by non-employees in the hospital.
Navigates complex and emotional visitor interactions, oftentimes delivering difficult messaging.
Explains proper guidelines and expectations to those allowed to visit.
Respectfully and empathetically explains rationale when a guest is not allowed to visit.
Escalates any non-compliance to DPS or department management as needed.

Patient/Visitor Support

First impression for multiple locations throughout URMC and off-site locations.
Locates outpatient appointments and direct accordingly.
Utilizes Visitor Management system to properly identify visitors.
Maintains public transportation schedules and contacts taxis or appropriate transportation as requested.
Maintains current information about SMH, Medical Center, University and nearby resources (hotels, churches, restaurants, etc.).
Provides transport assistance for outpatients/families utilizing the Courtesy Cart, Staxis, wheel chairs or walking escorts. Must be able to frequently push up to 20 lbs. of force and infrequently push greater than 20 lbs. of force in the provided chairs.
Provides main transportation/support for post-sedation Ambulatory outpatients.
Oversees Guest Services provided conveniences such as Loaner Pager and Phone Charger Loaner programs, Correspondence Log and daily newspaper distribution.

Interdepartmental Support

Responsible for providing guidance, coaching and training to other employees within and external to the department.
Works collaboratively with Representatives in all locations assuring up to date information is communicated, especially for sensitive situations.
Supports and advises 75+ Friends of Strong volunteers every year.
Supports Ambulatory Nursing staff by providing post-sedated transports and one on one staffing until released to loved one.
Acts as the liaison between visitors and nursing units involving unique visitation interactions including but not limited to (NI/NB status, CPS, Social Workers, difficult visitors and families, exceptional circumstances like end of life, etc.).
Coordinates with DPS to ensure individuals nor permitted in the facility are identified and addressed to ensure the safety of our patients, visitors and staff.
Provides support and assistance to various emergency code teams.
Acts as main resource and family advocate when Family Waiting Room is closed nightly from 9p-8:30a Mon-Fri and Fri 9pm-Mon 8:30a. Collaborates with PACU staff to assure accurate, timely information and surgical updates are available to guests.
Assists Transportation in collection of wheelchairs.
Assists Environmental Services with basic maintenance/cleanliness of the areas where we are present.
Assists Social Work and Inpatient Units with Medical Motors reserved discharges using specialized equipment.
Assists with Vendor Credentialing Kiosk at Main Lobby desk.
Using specialist knowledge, enforces specific visitation guidelines in GCH and Emergency and throughout the hospital. Consult with nursing to determine exceptions to existing guidelines.
Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

High School Diploma required
2-3 years customer service experience or equivalent combination of education and experience required

KNOWLEDGE, SKILLS AND ABILITIES

Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present
Must be able to handle highly stressful and emotional situations professionally and respectfully
Multi-lingual abilities preferred
Must be able to meet physical requirements of the role
Valid Driver License preferred
Knowledge of medical terminology 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.

About the Company

University of Rochester

Private research university in Rochester, NY

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

Company size: Not listed
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