Patient Concierge & Visitor Experience Lead

Comunidade Metodista; City of Rochester (NY); On-site; USD 22,000 - 32,000; Full time

Job summary

The University of Rochester is seeking Ambassadors for patient and visitor services across multiple UR Medicine locations. You will be the first point of contact, providing information, wayfinding, and assistance, while supporting safety and HIPAA requirements.

Responsibilities include handling inquiries, guiding visitors, coordinating transportation, and maintaining accurate visitor records. Ideal candidates have strong communication skills and a calm demeanor in stressful situations.

Qualifications

• 2-3 years customer service experience or equivalent combination of education and experience.
• 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.

Responsibilities

• Serve as the front line for solving problems and handling complaints using ICARE service recovery concepts.
• Answer a large volume of inquiries about UR Medicine and inform visitors of SMH policy and procedures.
• Assist diverse populations to ensure accurate information is provided in a meaningful way and direct to proper resources.

Skills

Customer service

Communication

Multilingual

Education

High School Diploma

Job description

The University of Rochester is seeking Ambassadors for patient and visitor services across multiple UR Medicine locations. You will be the first point of contact, providing information, wayfinding, and assistance, while supporting safety and HIPAA requirements.

Responsibilities include handling inquiries, guiding visitors, coordinating transportation, and maintaining accurate visitor records. Ideal candidates have strong communication skills and a calm demeanor in stressful situations.