Guest Services Ambassador at University of Rochester Rochester, NY

Time as Reported Grade 007 Ambassador and Guest Services

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, way finding, transporting outpatients and visitors, maintaining cleanliness of areas and various other duties as assigned.

• 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 escalation 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 way finding 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.

• 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

• 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…