Guest Services Ambassador
Rochester, NY
Responsibilities
Position Summary:
The Sussman Palliative Care Unit, 4-1200, is a 12 bed inpatient palliative care and general medicine unit dedicated to providing patients and their families’ compassionate care at the end of life. We provide medical, physical, psychological, spiritual, and social support to patients and their families. The ambassador is stationed at the entryway into the unit to answer the main unit door to greet, sign in visitors and explain and enforce unit visitation policies. It is expected that the ambassador will frequently round on the unit to make sure the visitation policy is upheld and that visitors are comfortable during their time on the unit. The ambassador will serve as a problem solver, advocate and liaison for patients, visitors and staff and exemplify the IICARE values. The schedule may vary and will include weekend hours. Ambassador will have a base schedule and may flex to unit needs in coordination with other Ambassadors and management discretion.
Typical Duties:
Visitor Support/Access Management
First impression for patient and visitors on palliative care unit
Greet, assist and engage patients’ families, visitors and staff by providing excellent customer service
Create and maintain a welcoming, caring and compassionate environment consistent with URMC’s commitment to Patient and Family Centered Care.
Make sure there are masks and hand sanitizer available for family and visitors prior to entering the unit.
If visitor is visiting for the first time or needs directions to the patient’s room, ambassador will escort visitor to the room if possible.
If the visitor is the health care proxy, introduces or informs them of the patient’s nurse at time of visit.
Utilizing expertise and independent judgment, serve as main resource for management of unit access for visitors
Serve as unit COVID-19 expert for visitation policy, restrictions and procedures (educating visitors on appropriate use of PPE)
Navigate complex and emotional visitor interactions, oftentimes delivering difficult messaging
Explain proper guidelines and expectations to visitors
Respectfully and empathetically explain rationale when a guest is not allowed to visit
Escalate any non-compliance to DPS or department management as needed
Problem Solving/Utilization of Critical thinking skills
Enforce specific visitation guidelines on palliative care unit, 4-1200. Consult with nursing to determine exceptions to existing guidelines.
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.
Utilizing soft skills, assists diverse population of visitors/patients from all demographic backgrounds to assure proper information is provided in a meaningful way. Communicate effectively and work through interactions where barriers to communication are present.
Expertly navigate difficult visitor encounters. Inform visitors of SMH and Unit 4-1200 policy and independently determine appropriate next steps based on individual situation. Determine when to escalate to management or Public Safety using independent judgment.
Handles sensitive patient information in accordance with HIPAA standards
Answers calls to unit regarding patient visitors prior to visitors coming to unit from main lobby to reduce foot traffic on and in front of unit.
Offer support, equipment and comfort to both patient and interdisciplinary teams as required by the situation.
Interdepartmental Support
Support new staff by sharing knowledge and assisting in various education activities
Work collaboratively with Ambassadors in all locations assuring up to date information is relayed, primarily with information desk in main lobby.
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
Assist Environmental Services with basic maintenance/cleanliness of the areas where we are present
Qualifications:
High School Diploma required
2-3 years customer service experience or 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 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 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.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 007 Ambassador and Guest Services
Schedule: TBD