Job Description

​Job Title: Guest Services Representative
Department: Customer & Volunteer Services
Location: Rochester General Hospital
Hours Per Week: 40 hours per week
Schedule: Monday - Friday 6am - 2:30pm

Job Profile Summary
Serves as point of entry contact person to welcome and assist patients and visitors to the Hospital. Provides superior customer service by modeling the mission and vision of Rochester Regional Health.

Key Responsibilities:

• Anticipate customer needs and deliver courteous, helpful, welcoming services to all who visit the Hospital.
• Assist with team member, patient, and visitor inquiries with a warm and welcoming attitude.
• Register all visitors in CareConnect for those visiting patients.
• Responsible for answering the department’s phone line
• Assist patients and guests in navigating their stay. Escort guests to their destination if needed, providing wheelchair or other assistance as necessary.
• Assist guests by providing accurate and helpful connections and potential solutions within the hospital and throughout our local community.
• Deliver mail, packages and flowers as needed.
• Serve as a point person of for questions and service recovery; coach, train and guide volunteers as needed.
• Collaborate with hospital departments to provide cohesive and seamless customer service experience.
• Report patient safety issues through SafeConnect
• Ensure that recurring patient impacting issues are brought to the attention of leadership for review.
• Maintain wheelchair par levels by rounding for wheelchairs
• Perform other duties as assigned, including special projects to support the team and facility.
• Escorts patients and visitors to main waypoints, such as elevators, main hallways, etc.
• Dependent upon assigned work location, assist staff (e.g., Clinical and/or Central Patient Transport) with patient discharges. This includes documenting patient drop off time, providing wheelchair assistance to patients being discharged, waiting with patients for transportation, and assisting patients to the vehicle.
• Dependent upon assigned work location (e.g., Surgical Waiting Lunge and/or Cath Lab) check in patients and note their arrival time, round with patient support persons and address needs, questions as necessary. General housekeeping such as sanitize tables and straighten up waiting area.

Desired Attributes:

• Associates degree preferred
• Excellent communication and computer skills.
• Able to demonstrate the ability to deliver excellent customer service both internally and externally.
• Able to adapt quickly to change and multi-task simultaneously.
• Strong organizational and interpersonal skills.
• Able to work flexible schedule.

Minimum Qualifications:
N/A

Required Licensure/Certification Skills:
N/A

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$16.75 - $18.92

CITY:

Rochester

POSTAL CODE:

14621

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.