Guest Services Rep III

Job Location: 601 Elmwood Ave, Rochester, New York, United States, 14642

Full-time, 40 scheduled weekly hours

Compensation Range: $19.15 - $25.85

Responsibilities

• 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.
• Problem Solving/Utilization of Critical Thinking Skills
  • Works independently under moderate supervision, handling complaints and solving problems using ICARE service recovery concepts.
  • Applies discretion within broad operational boundaries and procedures, determining when to escalate situations to management, Public Safety, or other interdisciplinary teams.
  • Answers a large volume of non-routine inquiries involving all aspects of UR Medicine, informing visitors of SMH policies and procedures.
  • Assists a diverse population of visitors/patients, explaining practices, procedures, and policies to reach agreement and overcome communication barriers.
  • Uses critical thinking skills and expert knowledge of operational systems to ascertain individual needs and provide accurate information, directing visitors to proper resources (e.g., Parking, DPS, Social Work, Patient Relations, Care Management).
  • Navigates difficult visitor encounters, particularly for patients with restricted visitor access (NI/NB status), determining appropriate next steps and escalating when necessary.
  • Handles sensitive patient information in accordance with HIPAA standards.
  • Provides accurate wayfinding instructions to all URMC locations, maintaining up-to-date information in the Guest Services Blue Book and making minor system/procedure changes to improve team effectiveness.
  • Answers internal and external phone calls, assisting callers or rerouting to the appropriate department.
  • Initiates and responds to all localized Emergency Page Codes, offering support, equipment, and comfort to patients and interdisciplinary teams as required.
• Visitor/Access Management
  • Serves as the main resource for managing hospital access for visitors, vendors, and outpatients, requiring broad knowledge of operational systems.
  • Proposes solutions to problems for management review.
  • Acts as the hospital COVID-19/access expert for visitation guidelines, restrictions, and procedures in Outpatient, Inpatient, and Service-Related areas.
  • Monitors proper badging for non-employees in the hospital.
  • Navigates complex and emotional visitor interactions, delivering difficult messaging with respect and empathy.
  • Explains proper guidelines and expectations to permitted visitors and rationale to those not allowed to visit.
  • Escalates non-compliance to DPS or department management as needed.
• Patient/Visitor Support
  • Serves as the first impression for multiple URMC locations and off-site facilities.
  • Locates outpatient appointments and directs visitors accordingly.
  • Utilizes the Visitor Management system to properly identify visitors.
  • Maintains public transportation schedules and arranges taxis or appropriate transportation as requested.
  • Keeps current information about SMH, the Medical Center, University, and nearby resources (e.g., hotels, churches, restaurants).
  • Provides transport assistance for outpatients/families using the Courtesy Cart, Staxis, wheelchairs, or walking escorts, frequently pushing up to 20 lbs. of force and infrequently pushing greater than 20 lbs.
  • Provides main transportation/support for post-sedation Ambulatory outpatients.
  • Oversees Guest Services conveniences such as Loaner Pager and Phone Charger Loaner programs, Correspondence Log, and daily newspaper distribution.
• Interdepartmental Support
  • Provides guidance, coaching, and training to other employees within and external to the department.
  • Collaborates with Representatives in all locations to ensure up-to-date information is communicated, especially for sensitive situations.
  • Supports and advises 75+ Friends of Strong volunteers annually.
  • Supports Ambulatory Nursing staff by providing post-sedated transports and one-on-one staffing until patients are released to loved ones.
  • Acts as a liaison between visitors and nursing units for unique visitation interactions (e.g., NI/NB status, CPS, Social Workers, difficult visitors/families, end-of-life situations).
  • Coordinates with DPS to address individuals not permitted in the facility, ensuring the safety of patients, visitors, and staff.
  • Provides support and assistance to various emergency code teams.
  • Serves as the main resource and family advocate when the Family Waiting Room is closed (nightly from 9 PM–8:30 AM Mon–Fri and Fri 9 PM–Mon 8:30 AM).
  • Collaborates with PACU staff to ensure accurate, timely surgical updates are available to guests.
  • Assists Transportation in the collection of wheelchairs.
  • Assists Environmental Services with basic maintenance/cleanliness of areas where Guest Services is present.
  • Assists Social Work and Inpatient Units with Medical Motors reserved discharges using specialized equipment.
  • Assists with the Vendor Credentialing Kiosk at the Main Lobby desk.
  • Enforces specific visitation guidelines in GCH, Emergency, and throughout the hospital, consulting with nursing to determine exceptions.
• Performs other duties as assigned.

Requirements

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

Skills

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