University of Rochester Guest Svcs Spec, SMH in Rochester, New York


Full Time 40 hours Grade 006 Ambassador and Guest Services




Position Summary

The Guest Service Specialist (Ambassador) serves as an advocate and liaison for patients and visitors who enter Strong Memorial Hospital’s Emergency Department, main lobby, patient discharge area and other portals as assigned. Ambassadors provide excellent first and last impression for all patients, families, and visitors. He/she must possess superb customer service skills and should be helpful and professional at all times. Ambassadors demonstrate ICARE values at all times combined with excellent customer service skills. Ambassadors must rotate weekend on-call responsibilities to assure coverage of all weekend shifts.

Typical Duties

Patient-Visitor Support:

Meets and greets guests at podium, ascertains their needs, provides visitor badges and directs them accordingly. Remains alert to emergency needs and responds as appropriate. Keeps informed and current in regards to who is being treated and where, and works to keep Public Safety informed of waiting Critical Care patient visitors.

Provides complete and accurate information about Strong Memorial Hospital and Medical Center using computer (Flowcast, eRecord, Census, Optime) and or written materials as well as personal knowledge while following established policies and using independent judgment and initiative. Contacts taxis or appropriate transportation as requested. Maintains information about SMH, Medical Center, and University and nearby facilities (hotels, churches, restaurants, etc.). Acts as a resource for guests.

Follows through on guest concerns by utilizing the ICARE values and Service Recovery process.

Interfaces with ED staff, Social Work and Public Safety to assure accurate, timely information is available to guests. Receives and disseminates accurate, up to date, confidential information about patients and those having procedures performed from and to ED or Family Waiting Room staff.

Makes “walking rounds” throughout the ED Waiting Room to address any needs of our patients, families, and visitors as time and workload permits. Provides comfort and reassurance as able in the ED waiting area.

Works with assigned volunteers, training them in the ED Volunteer position and attending orientations as schedule allows.

Other duties as assigned.


High School diploma or equivalent and 2-3 years customer service related work experience. Bilingual skills are beneficial. Requires valid driver's license.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Guest Svcs Spec, SMH

Location: Strong Memorial Hospital

Job ID: 199212

Regular/Temporary: Regular

Full/Part Time: Full-Time