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


Time as Reported 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 the main lobby, patient discharge area and other portals as assigned. Guest Service Specialists 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 work inside as well as outside to accommodate our guests needs. Ambassadors must rotate weekend on-call responsibilities to assure coverage of all weekend shifts.

Typical Duties

Patient-Visitor Support:

Meets and greets guests, ascertains their needs and directs them accordingly. Provides assistance to entering and exiting vehicles and escorts guests to destination as needed. Interprets and enforce SMH policies to guests and staff including Smoking policy. Monitors and maintains traffic in circles with assistance of the Parking Department. Remains alert to emergency needs and responds as appropriate. Ensures with the help of Transportation, that sufficient wheelchairs are available in main lobby as needed.

Answers telephones and provides complete and accurate information about Strong Memorial Hospital (SMH) and Medical Center using computer and or written materials as well as personal knowledge while following established policies and using independent judgment and initiative. Maintains public transportation schedules and 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.

Provides assistance for patients, families, and visitors with the use of the Friends of Strong Courtesy Cart and wheel chairs.

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

Interfaces with Family Waiting Room volunteers and staff to assure accurate, timely information is available to guests. Receives and disseminates accurate, up to date, confidential information about surgical patients and those having procedures. Acts as a resource and family advocate when Family Waiting Room is closed.

Makes “walking rounds” throughout the Lobby to address any needs of our patients, families, and visitors.


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: 201386

Regular/Temporary: Regular

Full/Part Time: TAR