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University of Rochester Logo University of Rochester · Hospitality and Tourism

Guest Services Representative

United States of America, Rochester 18.50 - 24.98 USD / Hour · Job Posted February 21, 2026
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Job Description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Responsibility

  • Serves as a problem solver, advocate and liaison for patients, visitors and staff at 12 locations throughout the Medical Center
  • Serves as the front line for solving problems and handling complaints utilizing ICARE service recovery concepts
  • Independently answers large volume of inquiries that are typically not routine involving all aspects of UR Medicine
  • Utilizing soft skills, assists diverse population of visitors/patients from all demographic backgrounds
  • Expertly navigates difficult visitor encounters for patients with restricted visitor access (NI/NB status)
  • Handles sensitive patient information in accordance with HIPAA standards
  • Effectively communicates accurate wayfinding instructions to all URMC locations on or off-site
  • Answers internal and external phone calls to the Medical Center
  • Initiates and responds to all localized Emergency Page Codes
  • Serves as hospital COVID-19/access expert for visitation guidelines, restrictions and procedures
  • Monitors proper badging is being maintained by non-employees in the hospital
  • Navigates complex and emotional visitor interactions, oftentimes delivering difficult messaging
  • Locates outpatient appointments and direct accordingly
  • Utilizes Visitor Management system to properly identify visitors
  • Maintains public transportation schedules and contacts taxis or appropriate transportation as requested
  • Provides transport assistance for outpatients/families utilizing the Courtesy Cart, Staxis, wheel chairs or walking escorts
  • Provides main transportation/support for post-sedation Ambulatory outpatients
  • Oversees Guest Services provided conveniences such as Loaner Pager and Phone Charger Loaner programs
  • Responsible for providing guidance, coaching and training to other employees within and external to the department
  • Works collaboratively with Representatives in all locations
  • Supports and advises 75+ Friends of Strong volunteers every year
  • Supports Ambulatory Nursing staff by providing post-sedated transports and one on one staffing until released to loved one
  • Acts as the liaison between visitors and nursing units involving unique visitation interactions
  • Coordinates with DPS to ensure individuals nor permitted in the facility are identified and addressed
  • Provides support and assistance to various emergency code teams
  • Acts as main resource and family advocate when Family Waiting Room is closed
  • Assists Transportation in collection of wheelchairs
  • Assists Environmental Services with basic maintenance/cleanliness of the areas where we are present
  • Assists Social Work and Inpatient Units with Medical Motors reserved discharges using specialized equipment
  • Assists with Vendor Credentialing Kiosk at Main Lobby desk
  • Using specialist knowledge, enforces specific visitation guidelines in GCH and Emergency and throughout the hospital

Requirements

  • High School Diploma required
  • 2-3 years customer service experience or equivalent combination of education and experience required
  • Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present
  • Must be able to handle highly stressful and emotional situations professionally and respectfully
  • Must be able to meet physical requirements of the role

Nice to have

  • Multi-lingual abilities preferred
  • Valid Driver License preferred
  • Knowledge of medical terminology preferred
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