Guest Service Representative

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 Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Work Shift:

UR - Rotating (United States of America)

Range:

Compensation Range:

$19.15 - $25.85

Responsibilities:

The URochester Medicine Department of Guest Services is looking for a customer service-oriented individual to join our team as a Guest Service Representative. Working throughout Strong Memorial Hospital, our Guest Service Representatives serve as liaisons for patients and visitors who enter the main lobby, patient discharge area and other entrances. Guest Service Representatives provide excellent first and last impressions for all patients, families, and visitors of Strong Memorial Hospital.

Serves as a welcoming first point of contact for patients, visitors, families, and staff across UR Medicine locations. Provides exceptional customer service, wayfinding assistance, visitor support, and information regarding hospital services, policies, and procedures. Supports a positive patient and visitor experience while maintaining safety, confidentiality, and professionalism.

Key Responsibilities

• Greet and assist patients, visitors, families, and staff in a professional and courteous manner.
• Provide information, wayfinding, and support for appointments, departments, services, and facility operations.
• Respond to customer inquiries, concerns, and service issues, utilizing sound judgment and problem-solving skills.
• Support visitor access and management processes, including communicating visitation guidelines and facility requirements.
• Collaborate with clinical and non-clinical teams to address patient and visitor needs and facilitate communication.
• Escalate safety concerns, policy issues, or complex situations to appropriate departments.
• Maintain knowledge of UR Medicine locations, services, programs, and operational updates.
• Support emergency procedures, departmental initiatives, special events, and other operational needs as assigned.
• Protect confidential information and comply with HIPAA and organizational policies.

Minimum Qualifications

• High School diploma or equivalent required.
• Two (2) years of customer service, hospitality, guest relations, healthcare, reception, or related experience; or an equivalent combination of education and experience.

Preferred Qualifications

• Experience in healthcare, hospitality, or customer-facing environments.
• Multilingual skills.
• Valid driver's license.
• Knowledge of medical terminology.

Knowledge, Skills & Abilities

• Strong customer service, communication, and interpersonal skills.
• Ability to work effectively with diverse populations.
• Strong critical thinking, problem-solving, and conflict-resolution abilities.
• Ability to remain calm and professional in fast-paced or sensitive situations.
• Basic computer proficiency and ability to work independently and collaboratively.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.