Guest Services Rep III

University of Rochester•City of Rochester, NY

8d•$19 - $26•Onsite

About The Position

With general direction from the Guest Services Management Team and latitude for independent initiative and judgment, the Guest Services Rep III serves as a problem solver, advocate, and liaison for patients, visitors, and staff at 12 locations throughout the Medical Center. As a first point of contact representing URMC’s ICARE values, the role is a primary resource for patient and visitor information and assistance within the Medical Center and Marketplace Orthopaedics. The position independently handles complex inquiries and complaints, provides accurate information and wayfinding, supports visitor access management, and responds to localized emergency page codes. It also assists patients and families with transportation and other services, supports hospital departments and volunteers, and helps coordinate sensitive visitor and family interactions. The role handles patient information in accordance with HIPAA standards and works under moderate supervision.

Requirements

High school diploma.
Two to three years of customer service experience, or an equivalent combination of education and experience.
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.
Frequently push up to 20 pounds of force and infrequently push more than 20 pounds of force when assisting with provided transport chairs.

Nice To Haves

Multilingual abilities.
Valid driver license.
Knowledge of medical terminology.

Responsibilities

Serve as a front-line problem solver for visitors, patients, and staff, handling complaints and applying service recovery concepts; determine when to escalate concerns to management, Public Safety, or interdisciplinary teams.
Answer complex inquiries about UR Medicine and explain hospital policies and procedures to visitors.
Communicate effectively with people from diverse backgrounds, including in interactions where communication barriers are present.
Use operational systems and critical thinking to assess requests, provide accurate information, and direct visitors to appropriate resources.
Manage difficult visitor encounters, including situations involving restricted visitor access, and determine appropriate next steps or when to escalate.
Handle sensitive patient information in accordance with HIPAA standards.
Provide accurate wayfinding information for on-site and off-site URMC locations, maintain current location information, and make minor system or procedure changes to improve team effectiveness.
Answer internal and external calls to the Medical Center and assist callers or route calls to the appropriate department.
Initiate and respond to localized emergency page codes and provide support, equipment, and comfort as situations require.
Manage hospital access for visitors, vendors, and outpatients; monitor non-employee badging and explain visitation guidelines and restrictions.
Act as a resource on hospital access and visitation procedures, including COVID-19-related guidelines, and escalate non-compliance as needed.
Locate outpatient appointments and direct patients and visitors accordingly.
Use the Visitor Management system to identify visitors.
Maintain public transportation schedules and arrange taxis or other transportation when requested.
Maintain current information about the Medical Center, University, and nearby community resources.
Provide transport assistance using Courtesy Carts, Staxis, wheelchairs, or walking escorts, including transportation support for post-sedation outpatients.
Oversee Guest Services convenience programs, including loaner pagers, phone chargers, the correspondence log, and daily newspaper distribution.
Provide guidance, coaching, and training to employees within and outside the department.
Coordinate with Guest Services Representatives across locations to communicate current information, particularly about sensitive situations.
Support and advise Friends of Strong volunteers.
Support Ambulatory Nursing staff with post-sedation transports and one-on-one staffing until patients are released to a loved one.
Liaise between visitors and nursing units regarding unusual or sensitive visitation situations, and coordinate with Public Safety to address individuals who are not permitted in the facility.
Provide support to emergency code teams and act as a resource and family advocate when the Family Waiting Room is closed overnight or on weekends; collaborate with PACU staff to provide timely, accurate 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 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.
Perform other duties as assigned.