Guest Relations Associate

Guest Relations Associate

The Guest Relations Associate is a frontline hospitality and patient relations role supporting multiple locations. The associate provides compassionate professional customer service, wayfinding and mobility assistance, timely non-clinical updates, liaison support between families and clinical teams, and logistical and comfort services that enhance a safe, welcoming, and patient-centered experience in high traffic and stress environments. This role requires strong emotional intelligence, discretion, and the ability to remain calm and effective in fast paced unpredictable situations.

Core Job Responsibilities

• Greet and welcome patients, families, visitors, and staff with professionalism and compassion
• Assist guests with general information, directions, appointment check-in support, and wheelchair/mobility escort services
• Serve as a non-clinical liaison, facilitating timely updates by answering appropriate questions and transferring information between clinical teams, department administration, and family members
• Operate a mobile hospitality cart delivering refreshments, reading materials, comfort items, and other requested amenities
• Monitor and manage visitor flow, support registration/triage processes where applicable, and communicate wait times and care stages clearly
• Provide logistical support, including basic IT help to patients with access to EHR and coordination with transport, interpreter services, and personal belongings
• Maintain a calm, reassuring presence in waiting areas and the Emergency Department (ED); de-escalate emotionally charged situations with tact, involving clinical or security staff only when necessary
• Enforce and explain visitor policies, safety protocols, and infection control measures while protecting patient privacy and HIPAA compliance
• Collaborate with security, nursing, social work, pastoral care, surgical teams, and other departments to coordinate communication and improve the guest experience
• Document interactions, incidents, and family updates per hospital policy. Provide follow up communication with select discharge patients
• Ensure waiting and entrance areas remain tidy, organized, and welcoming. Performs other duties as required

Education/Experience Requirements

• REQUIRED: High School Diploma or equivalent
• 1 year of experience in customer service, hospitality, patient relations, emergency department, or other high-volume healthcare/public-facing roles
• Exceptional interpersonal, verbal, and written communication skills with empathy, cultural sensitivity, and the ability to remain composed under pressure
• Demonstrated ability to manage conflict, support individuals in crisis, and exercise discretion and confidentiality (HIPAA)
• Strong organizational, multitasking, and documentation skills
• Physical ability to assist with mobility needs (wheelchairs, escorting) and to stand/walk for extended periods
• Highly proficient with MS Office

Licensure/Certification Requirements

Disclaimer Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.

Job Details

Shift: Days

Hours Worked: 10.50

FTE: 1

Work Schedule: HRLY NON-UNION-10 HR

Employee Status: A1 - Full-Time

Pay Range: $18 - $24 per hour

Nearest Major Market: Utica