Guest Services Rep II

Rochester, NY


Position Summary

With general direction of the Ambassador 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, Ambassadors function as the main resource for patient and visitor information and assistance within the Medical Center and Clinton Crossings Building D. General duties include assisting patients and visitors, patient information, wayfinding, transporting outpatients and visitors, maintaining cleanliness of areas and various other duties as assigned.

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 large volume of general inquiries 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. 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 navigate 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 situation. 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 main resource for 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 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

Patient/Visitor Support

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

  • Locate outpatient appointments and direct accordingly

  • Utilize Visitor Management system to properly identify visitors

  • Maintain public transportation schedules and contacts 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 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 main resource and family advocate when Family Waiting Room is closed nightly from 9p-8:30a Mon-Fri and Fri 9pm-Mon 8:30a. Collaborate with PACU staff to assure accurate, timely information and surgical updates are available to guests.

  • Assist transportation in collection of wheelchairs

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

  • Assist Transitions in Care Unit with transportation of discharged patients

  • Assist with Vendor Credentialing Kiosk at Main Lobby desk

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

Other duties as assigned


  • 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

Pay Range

Pay Range: $17.64 - $23.81 Hourly

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.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time