Guest Services Ambassador

Rochester, NY

Responsibilities

Position Summary

The Ambassador serves as an advocate, liaison, and problem solver for patients and visitors who enter the Golisano Children’s Hospital PICU/PCCC, main lobby, patient discharge area and other portals as assigned. Ambassadors provide excellent first and last impressions 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 guest’s needs. Required to work some Medical Center Holidays. Wears an approved uniform.

Supervision

Under general direction of the Social Work and Patient & Family Services Director, your Manager and collaboration with GCH and Unit leadership.

Equipment Used

Ambassadors must be familiar with the use of wheel chairs, Staxis, Courtesy Cart, computers, telephones, pagers, VOALTE, HUGS, TV, copier, fax machine and other equipment available to patients and staff at the Golisano Children’s Hospital and Information Desk.

Typical Duties

Patient-Visitor Support (80%)

  1. Problem solve requests, issues and complaints using knowledge of products, policies and services.

  2. Meets and greets guests, ascertains their needs and directs them accordingly. Provides comfort and reassurance as able in the PICU/PCCC waiting area. Remains alert to emergency needs and responds as appropriate. Understands and can articulate GCH visitation policies. Establishes lines of communication with Unit Nursing regarding family arrival and visitation status.

  3. Provides complete and accurate information about GCH 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 information about GCH, SMH, Medical Center, and University and nearby facilities (hotels, churches restaurants, etc.). Acts as a resource for guests regarding GCH amenities such as Sibling Clubhouse, Ronald McDonald Family Room, Library and showers.

  4. Provides assistance for outpatients, families, and visitors with the use of the Courtesy Cart, Staxis, and wheel chairs. 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. May also provide personal walking escorts.

  5. Follows through on guest concerns by utilizing the ICARE values and Service Recovery process and referrals to Patient Relations.

  6. Acts as a resource and family advocate when Family Waiting Room is closed to assure accurate, timely information and surgical updates are available to guests.

  7. Utilizes Visitor Management system to properly identify visitors when required in SMH and GCH.

  8. Receives and disseminates accurate, up to date, information to families in the waiting area.

Other duties as assigned.

Interdepartmental and Ambassador Support (20%)

  1. Provides transportation for recently discharged patients to and from the Discharge Lounge to hospital exits.

  2. Provides transportation for post sedation ambulatory patients to Patient Discharge or Main Lobby.

  3. Assists and works with the Outside Ambassadors and Valets

  4. Provides support for Ambassador Conveniences such as Loaner Pager and Phone Charger Loaner programs, Correspondence Log and daily newspaper distribution.

  5. Calls Environmental Services and Facilities if cleaning is needed or repairs are required.

  6. Responds to MERTs located near Ambassador posts and provide comfort and assistance to Patient and MERT team.

  7. Responds to Code tones by providing a safe passageway and ready elevators for Code Team for Codes located near Ambassador posts.

  8. Assists in training co-workers in the day to day tasks of assigned posts as requested by management.

  9. Coordinates visitation with the Hospital Units when necessary and appropriate.

  10. Informs visitors and patients of the SMH smoking policy and direct them to approved smoking areas.

Other duties as assigned.

Qualifications

High school diploma.2-3 years customer service related work experience and a valid driver’s license 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: $ 16.49 - $ 23.08 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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Full/Part Time: Full-Time
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