Guest Services Rep III

With general direction of the Guest Services 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, Representatives function as the main resource for patient and visitor information and assistance within the Medical Center and Marketplace Orthopaedics.

Responsibilities

With general direction of the Guest Services Management Team, serves as a problem solver, advocate and liaison for patients, visitors and staff at 12 locations throughout the Medical Center; serves as the main resource for patient and visitor information and assistance; independently answers large volume of inquiries involving all aspects of UR Medicine; informs visitors of SMH policy and procedures; handles sensitive patient information in accordance with HIPAA standards; manages hospital access for visitors, vendors and outpatients; serves as hospital COVID-19/access expert for visitation guidelines; provides transport assistance for outpatients/families; provides guidance, coaching and training to other employees; acts as liaison between visitors and nursing units; supports and advises volunteers; other duties as assigned

Requirements

High School Diploma required; 2-3 years customer service experience or equivalent combination of education and experience required; 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; Must be able to meet physical requirements of the role

Nice to have

Multi-lingual abilities preferred; Valid Driver License preferred; Knowledge of medical terminology preferred