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University of Rochester Guest Svcs Spec-Lead, SMH - 230975 in Rochester, New York

Guest Svcs Spec-Lead, SMH Job ID 230975

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 008 Ambassador and Guest Services


Will vary based on departmental needs. Shifts will include weekday evenings and weekend day shifts.



The Shift Lead is responsible for executing the daily shift plan created by the Ambassador Management Team. Assists management team with ensuring that all Ambassador functions are completed in an accurate, efficient and customer-focused manner. Acts as a resource to the staff for procedural questions and general customer service, escalating to management as needed. Assists Ambassador Management Team with operational support involving training, schedule issues and maintenance of various clerical tasks as noted on the daily shift plan. Notifies Ambassador Manager of any performance related concerns with Ambassadors for follow up. This position engages with the leadership team, acting with independence during their shift and participation in an on-call rotation.


People Management

Evaluates daily schedule for effective department coverage. Makes staffing recommendations to Ambassador Management team. Effectively manages lunch rotations based on current operational needs and within Federal/NYS or URMC guidelines. Assists Ambassadors as needed with unit-based concerns. Takes the lead to resolve questions or concerns. Escalates to management as needed. First responder to localized pages for MERT responses and overhead announcements for CODE teams; directs others as needed.

Patient-Visitor Support

Utilizing the ICARE values, assists in resolving guest issues and is authorized to utilize Service Recovery vouchers. Initial contact for family waiting room collaborations with SW, DPS or ED during sensitive Emergency Department family situations. Meets and greets guests, ascertains their needs and directs them accordingly. Escorts guests to destination as needed. Interprets and informs staff and guests of Strong Memorial Hospital policies and procedures. Ensures, with the help of Transportation, that sufficient wheelchairs are available in main lobby as needed

Day to Day Functions

Documents any missed meal and notifies Ambassador Manager for follow up. Participates in the after hour on-call rotation to assist staff with problem solving, scheduling needs, sick calls, etc. Effectively transitions responsibility for COVID screening duties in SMH Main Lobby from Nursing to Ambassador Team. Ensures department assets are properly stored away upon end of visitation hours. Maintains wheelchair room, information station and main lobby wipe stations and relays concerns to management team. Ensures main lobby signage is accurate and in good condition. Completes the order for masks and gloves maintaining appropriate stock levels

Answers telephones and provides complete and accurate information about SMH and the 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 resources (hotels, churches restaurants, etc.). Acts as a concierge for guests. Makes “walking rounds” throughout the Lobby to address any needs of our patients, families, and visitors

Interdepartmental Support

Provides support for Transportation during the Patient Discharge process to alleviate any wait time during the discharge process. Assists and works with the Parking Department and valet services. Provides support for University Telecommunications for the Loaner Pager Program. Provide loaner pagers and tracks pagers to ensure there are pagers available for staff that may need a loaner pager. Receives and maintains items left at the Information Desk for pick up, notifies individuals or departments of item arrival, and contacts departments when items are not picked up. Maintains log of each item and when necessary delivers them. Works with Patient Unit Staff and Security to coordinate evening visitation utilizing the visitor management system.


Assists with training on the evening shift. Revises department “Blue Book” at direction of Ambassador Management.

Other duties as assigned


  • Associate Degree preferred

  • 2-3 years customer service related work

  • or equivalent combination of education and experience required


Leadership in a health care setting, Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present. Ability to handle highly stressful and emotional situations professionally and respectfully. Multi-lingual abilities, Valid Driver License. Knowledge of medical terminology.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled