Guest Services Rep II

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):

Opening:

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Time Type:

Scheduled Weekly Hours:

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Compensation Range:

Responsibilities:

Typical Duties

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 a large volume of general inquiries involving all aspects of UR Medicine. Informs visitors of SMH policy and procedures

- Utilizing soft skills, assist a diverse population of visitors/patients from all demographic backgrounds to ensure 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 navigates 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 situations. 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

- Utilizing expertise and independent judgment, serve as the main resource for the management of hospital access for visitors, vendors, and outpatients

- Serve as hospital COVID-19 expert for visitation guidelines, restrictions, and procedures for Outpatient, Inpatient, and Service-Related areas

- Screen all persons without UR identification for symptoms of COVID-19 by asking all pertinent questions as defined by hospital administration.

- Monitor proper badging is being maintained by non-employees in the hospital

- Accurately document and maintain current visitation exceptions communicated by phone, email, or in person in the approved Exception Log. Ensure proper approvals are in place and provide information to those without proper approval of the procedure to obtain.

- Navigate complex and emotional visitor interactions, oftentimes delivering difficult messaging- - - Explain proper guidelines and expectations to those allowed to visit

- - Respectfully and empathetically explain the rationale when a guest is not allowed to visit- - - - - Escalate any non-compliance to DPS or department management as needed

- - - - - - - Ensure all contact tracing information is logged accurately into the Visitor Management system inclusive of:- - - Visitor Name, Patient Name, Location of patient, date and time of visit

- - Visitor contact information for contact tracing if needed

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Patient/Visitor Support

- First impression for multiple locations throughout URMC and off-site locations

- Locate outpatient appointments and direct them accordingly

- Utilize the Visitor Management system to properly identify visitors

- Maintain public transportation schedules and contact taxis or appropriate transportation as requested.

- Maintain current information about SMH, Medical Center, University, and nearby resources (hotels, churches, restaurants, etc.)

- Provide 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.

- Provide main transportation/support for post-sedation Ambulatory outpatients

- Oversee Ambassador provided conveniences such as Loaner Pager and Phone Charger Loaner programs, Correspondence Log, and daily newspaper distribution.

Interdepartmental Support

- Support new staff by sharing knowledge and assisting in various training activities

- Work collaboratively with Ambassadors in all locations assuring up-to-date information is relayed

- Support and advise 75+ Friends of Strong volunteers every year

- Support Ambulatory Nursing staff by providing post-sedated transports and one one-on-one staffing until released to loved one

- Act 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, exceptions etc.)

- Provide support and assistance to various emergency code teams

- Act as the main resource and family advocate when the Family Waiting Room is closed nightly from 9p-8:30a Mon-Fri and Fri 9 pm-Mon 8:30a. Collaborate with PACU staff to ensure accurate, timely information and surgical updates are available to guests.

- Assist transportation in the collection of wheelchairs

- Assist Environmental Services with basic maintenance/cleanliness of the areas where we are present

- Assist Transitions in the Care Unit with the transportation of discharged patients

- Assist with Vendor Credentialing Kiosk at the Main Lobby desk

- Enforce specific visitation guidelines in GCH and Emergency. Consult with nursing to determine exceptions to existing guidelines.

Other duties as assigned

Qualifications

- High School Diploma required

- 2-3 years of customer service experience or an equivalent combination of education and experience preferred

- 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 the physical requirements of the role

- Valid Driver's License preferred

- Knowledge of medical terminology preferred

Schedule

TBD

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law.  This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.