GENERAL PURPOSE: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, wayfinding, transporting outpatients and visitors, maintaining cleanliness of areas and various other duties as assigned.RESPONSIBILITIES:Problem Solving/Utilization of Critical thinking skills
Servesasthefrontlineforsolvingproblemsandhandlingcomplaintsutilizing 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 allaspects of UR Medicine. Informs visitors of SMH policy andprocedures
Utilizing soft skills, assists diverse population of visitors/patients fromall demographic backgrounds to assure proper information is provided in a meaningful way. Communicate effectively and work through interactions where barriers to communication arepresent.
Utilizing expert knowledge of available resources, use critical thinkingskills 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 escalate to management or Public Safetyusing independentjudgment
Handles sensitive patient information in accordance with HIPAAstandards
Respond to all localized Emergency Page Codes. Offer support,equipment and comfort to both patient and interdisciplinary teams as required bythe situation
Effectively communicate accurate wayfinding instructions to all URMC locations on or off-site. Maintains up to date information regardinglocation changes throughout the system in Ambassador BlueBook.
Answer internal and external phone calls to the Medical Center. Assistcaller or re-route call to the appropriatedepartment.
Respond to all localized Emergency Page Codes. Offer support,equipment and comfort to both patient and interdisciplinary teams as required by the situation.
Visitor/Access Management
Utilizing expertise and independent judgment, serve as main resourcefor management of hospital access for visitors, vendors andoutpatients
Serve as hospital COVID-19 expert for visitation guidelines, restrictionsand procedures for Outpatient, Inpatient and Service Relatedareas
Screen all persons without UR identification for symptoms of COVID-19 by asking all pertinent questions as defined by hospitaladministration.
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 ExceptionLog. Ensure proper approvals are in place and provide information to those without proper approval of the procedure toobtain.
Navigate complex and emotional visitor interactions, oftentimesdelivering difficultmessaging
Explain proper guidelines and expectations to those allowed tovisit
Respectfully and empathetically explain rationale when a guestis not allowed tovisit
Escalate any non-compliance to DPS ordepartment management asneeded
Ensure all contact tracing information is logged accurately into theVisitor Management system inclusiveof:
Visitor Name, Patient Name, Location of patient, date and timeof visit
Visitor contact information for contact tracing ifneeded
Patient/Visitor Support
First impression for multiple locations throughout URMC and off site locations
Locate outpatient appointments and directaccordingly
Utilize Visitor Management system to properly identifyvisitors
Maintain public transportation schedules and contacts taxis or appropriate transportation asrequested.
Maintain current information about SMH, Medical Center, University and nearby resources (hotels, churches, restaurants,etc.)
Provide transport assistance for outpatients/families utilizing the Courtesy Cart,Staxis,wheelchairsorwalkingescorts.Mustbeabletofrequentlypush upto20lbs.offorceandinfrequentlypushgreaterthan20lbs.offorceinthe provided chairs.
Providemaintransportation/supportforpost-sedationAmbulatoryoutpatients
OverseeAmbassadorprovidedconveniencessuchasLoanerPagerandPhone Charger Loaner programs, Correspondence Log and daily newspaper distribution.
Interdepartmental Support
Support new staff by sharing knowledge and assisting in varioustraining activities
Work collaboratively with Ambassadors in all locations assuring up todate information isrelayed
Support and advise 75+ Friends of Strong volunteers everyyear
Support Ambulatory Nursing staff by providing post-sedated transports and one on one staffing until released to lovedone
Act as the liaison between visitors and nursing units involving unique visitation interactions including but not limited to (NI/NB status,CPS, Social Workers, difficult visitors and families, exceptionsetc.)
Provide support and assistance to various emergency codeteams
Act as main resource and family advocate when Family Waiting Room is closed nightly from 9p-8:30a Mon-Fri and Fri 9pm-Mon 8:30a. Collaborate with PACU staff to assure accurate, timely information and surgicalupdates are available toguests.
Assist transportation in collection of wheelchairs
Assist Environmental Services with basic maintenance/cleanliness of the areas where we arepresent
Assist Transitions in Care Unit with transportation of dischargedpatients
Assist with Vendor Credentialing Kiosk at Main Lobbydesk
Enforce specific visitation guidelines in GCH and Emergency. Consultwith nursing to determine exceptions to existingguidelines.
Other duties as assignedQUALIFICATIONS:
High School Diploma required
2-3 years customer service experience or equivalent combination of education and experience preferred
Ability to communicate effectively with a diverse populationand work through interactions where barriers to communication are present
Must be able to handle highly stressful and emotionalsituations professionally andrespectfully
Multi-lingual abilitiespreferred
Must be able to meet physical requirements of therole
Valid Driver License preferred
Knowledge of medical terminologypreferred
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 ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $18.00 - $23.81 HourlyThe 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.Apply for Job
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Location: Strong Memorial Hospital
Full/Part Time: Part-Time
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