GENERAL PURPOSE:

The receptionist provides excellent customer service utilizing the ICARE values to present a professional, friendly atmosphere for the patients, family, and staff that present to the Care Management Suite. With great latitude, the receptionist gathers precise information, utilizes good judgment, troubleshoot, follow through and accurately record data while adhering to departmental policies. The receptionist assists URMC/HH patients/families and staff in determining appropriate assistance with the Strong Hotel and Lodging Program; Patient and Family Relation concerns; admitting; chaplaincy; patient billing/financial assistance; financial counseling; and financial case management.

RESPONSIBILITIES:

• Assists patients and families with securing hotel reservations for walk-in visitors and via phone. Is the point person for the Strong Hotel and Lodging Program and act as a liaison between partnering hotels and URMC/HH patients/families. Obtains all guest and patient information and accurately enters it into the Strong Hotel & Lodging Database. Determines which hotel meets the needs of the patient/family member and evaluates room availability. Ensures all reservations are confirmed via the appropriate hotel and confirmation numbers are entered into the database.
• Completes all hotel reservations for patients and family members sent by departments through the online hotel reservation form. Accurately enters all information into the Strong Hotel & Lodging Database. Determines which hotel meets the needs of the patient/family member and evaluates room availability. Ensures all reservations are confirmed via the appropriate hotel and confirmation numbers are entered into the database. Contacts all patients with confirmed hotel information.
• Acts as a liaison between participating hotels, SMH staff and patients and families for the following purposes including but not limited to: a) Obtaining and communicating hotel availabilities; b) Handling and facilitating guest extensions, cancellations and special requests; c) Resolving guest issues; d) Handling and rectifying payment discrepancies; and e) Following up on missing paperwork and/or funding approvals.
• Warmly receives all walk-in visitors and answers the three-line ACD phone for Admitting, Financial Case Management, Financial Counseling, Chaplaincy, Patient Relations and Strong Hotel and Lodging Services while delivering excellent customer service. Precisely and accurately collects all necessary information; prioritizes competing requests; investigates when necessary; defuses escalating situations; and uses a high degree of independent judgement to assess patient/family needs. Escalates issues to Directors/Managers when necessary. Determines when Public Safety urgently needs to be alerted in emergency situations.
• Using sound decision making, triages calls and visitors to determine the appropriate clinician to assist (i.e. patient relations, social worker, financial counselor, manager, etc.) Establishes the urgency of the situation and executes necessary action (i.e. transfer, page, answer question, direct patients, etc.) Follow up when necessary to ensure patients and family’s needs are being met in a timely manner.

Other duties as assigned

Requirements:

• High School Diploma or equivalent
• or equivalent combination of education and experience required

Apply online: Careers at the University of Rochester: Apply online at https://rochester.edu/working/hr/jobs/ (Job #253276). The University of Rochester is an Equal Opportunity Employer - EOE Minorities/Females/Protected Veterans/Disabled.

Job Type: Full-time

Pay: $16.92 - $23.69 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Experience:

• Customer Service: 1 year (Preferred)
• Computer Skills: 1 year (Preferred)

Work Location: In person