Patient Experience Concierge - Guest Services Lead

University of Rochester; United States; On-site; USD 26,000 - 36,000; Full time

Job summary

University of Rochester’s Guest Services team at URMC seeks a full-time, on-site Guest Services Representative. You will be the first point of contact for patients and visitors across 12 URMC locations, delivering information, guiding navigation, and coordinating services with compassion and professionalism.

Responsibilities include resolving inquiries, directing to appropriate resources, and maintaining HIPAA-compliant handling of sensitive information while upholding URMC’s ICARE values.

Qualifications

• High school diploma required.
• 2-3 years of customer service experience or equivalent.
• Ability to communicate effectively with diverse populations.

Responsibilities

• Front line for solving problems and handling complaints using ICARE service recovery concepts.
• Answer large volumes of inquiries across UR Medicine and guide visitors to proper resources.
• Assist visitors and patients to ensure clear communication and safe, respectful interactions.
• Navigate visitors to location resources, transportation, and departments; escalate as needed.
• Maintain confidentiality and HIPAA-compliant handling of information.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

High School Diploma

Job description

University of Rochester’s Guest Services team at URMC seeks a full-time, on-site Guest Services Representative. You will be the first point of contact for patients and visitors across 12 URMC locations, delivering information, guiding navigation, and coordinating services with compassion and professionalism.

Responsibilities include resolving inquiries, directing to appropriate resources, and maintaining HIPAA-compliant handling of sensitive information while upholding URMC’s ICARE values.