Guest Relations Associate - Part Time - Evenings
About The Position
This role will provide dedicated Emergency Department coverage and is scheduled for three, 8 hour shifts, per week. This role will be covering Friday, Saturday, and Sunday shifts from 2:30 PM - 11:00 PM. 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.
Requirements
- 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.
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.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
