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About the Role

This role provides dedicated Emergency Department coverage, working three 8-hour shifts per week. 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.

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

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

Skills

Customer service
Hospitality
Patient relations
Emergency department experience
Healthcare/public-facing roles
Emotional intelligence
Discretion
Communication skills
Interpersonal skills
Verbal communication
Written communication
Empathy
Cultural sensitivity
Conflict management
Crisis support
Confidentiality (HIPAA)
Organizational skills
Multitasking
Documentation skills
MS Office proficiency

Work Type

Part-Time

Experience Level

1 year of experience

Education Level

High School Diploma or equivalent

Salary/Compensations

$18 - $24 Per Hour

Equal Opportunity

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.