Ambassador Trainee I
: Job Details :

Assistant to Customer Service/Information Desk Ambassadors

Serves as an advocate and liaison for patients and visitors who enter the main lobby, patient discharge area and other portals as assigned. Provides excellent first and last impressions for all patients, families, and visitors. Works under close supervision.

Position Summary: Assistant to Customer Service/Information Desk Ambassadors at Strong Memorial Hospital lobbies.

Description of work environment: Generally a fast paced, busy work environment. Multi-tasking a necessity in ambassador areas (main lobby, information kiosk, Cancer Center, Emergency, Patient Discharge, Eastman Dental and Behavioral Health). The main focus is on superior customer service and exceeding expectations of all that we have the privilege to assist by exercising the ICARE values and Strong Commitment behaviors. Requires sitting, standing, way finding, pushing wheelchairs, escorting visitors. Can be exposed to weather conditions in all locations.

Brief Description of Duties:

• Assist Ambassador staff to ensure that families and visitors are greeted at the main lobby/information kiosk or desk and directed appropriately to locations throughout the hospital. May also be greeting visitors, providing directions and/or wheelchair assistance/escorting from all other ancillary Ambassador posts including Cancer Center, Behavioral Health, Emergency Department, Patient Discharge and Eastman Dental.
• Assist Ambassadors in ensuring that wheelchairs are stocked, clean, and dry and organized in the, main lobby and wheelchair storage area.
• Upon excellent completion of probation training period, will begin training on patient information system (Flowcast computer system)
• Consistently demonstrates the Strong Commitment values and behaviors when interacting with patients, families, visitors and staff.

Required Qualifications:

• Enrolled in high school or graduate, at least 16 years of age
• Employment certificate/work permit for candidate less than 18 years old
• Excellent customer service and communication skills
• Excellent attention to detail
• Arrive on time as scheduled
• Provide proper and timely notification to supervisor of scheduled and unscheduled absences; in accordance with department protocol
• Maintain professional appearance according to department dress code
• Take initiative to work independently with minimal direction
• Effectively communicate questions, concerns and suggestions to supervisor
• Work effectively with people of diverse cultures and socioeconomic backgrounds.
• Adhere to standard procedures
• Maintain confidentiality in accordance with HIPAA standard
• Understand and carry out oral and written instructions
• Perform other duties as assigned

Dress Code:

• Black or navy casual dress pants
• Uniform shirt provided by worksite department
• Comfortable, clean, closed-toe, non-skid walking shoes
• Employees must wear their Strong Hospital ID badge at all times while on hospital property

Physical Requirements: Walking, prolonged standing of 8 hours or more. Ability to lift up to 40 pounds. Frequent bending and twisting.

Work Hours: NY State Child Labor Law Compliance/Teen Health & Success Partnership program guidelines:

HWSC high school students are able to work between the hours of 7:00am and 9:00pm. Students are not allowed to miss school for work duties and may work no more than 16 hours per week. Monday Thursday shifts should be no longer than 4 hours. It is suggested that students be scheduled for no more than 3.5 hours per shift. Friday Sunday: students cannot be scheduled for shifts exceeding 8 hours.

During school breaks and the summer:

HWSC high school students under 18 years of age may work up to 38 hours per week and can work 8 hour shifts. Students under 18 may only work between 7:00am 9:00pm.

Minor employees (students under 18 years of age) must have work permits on file with employer departments. Minor employee work schedules and the NYS Child Labor Law poster must be conspicuously posted in the work department. Any deviation from the work schedule must be documented on the posted schedule before the work shift. Departments may have further restrictions of employees hired through the UR/HWSC program.

Minimum Education & Experience:

• High School diploma required
• Or equivalent combination of education and experience
• 2 years of customer service related work preferred

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.