Guest Relations Associate - Part Time - Evenings

This role provides dedicated Emergency Department coverage with three 8-hour shifts per week: Friday, Saturday, and Sunday from 2:30 PM to 11:00 PM.

About the role

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 high-stress environments. This role requires strong emotional intelligence, discretion, and the ability to remain calm and effective in fast-paced, unpredictable situations.

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
• Perform other duties as required

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

Pay

$18 - $24 per hour

Schedule

Part-time (975 hours per year or more), non-union, 0.6 FTE. Three 8.5-hour shifts per week: Friday, Saturday, and Sunday from 2:30 PM to 11:00 PM.