Associate, Guest Services

2400 Montefiore St. Luke's Cornwall; United States; On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

403b retirement plan

Tuition reimbursement

Job summary

Montefiore St. Luke's Cornwall in Newburgh, NY seeks a Guest Services Associate to enhance the patient and family experience. You will respond to call bells, assist with non-clinical requests, and coordinate communication between patients and care teams.

This non-clinical role emphasizes empathy, strong communication, and teamwork. Day shift on weekends, 7.5 hours, with a rate range of $23–$27 hourly.

Qualifications

• High school diploma or equivalent required.
• Ability to read, write, and communicate in English.
• Healthcare, hospitality, customer service, or high-touch environment experience preferred.
• Strong interpersonal and customer service skills.
• Ability to maintain HIPAA confidentiality and professional boundaries.

Responsibilities

• Respond to patient call bells and non-clinical requests to support comfort and experience.
• Facilitate clear communication between patients, families, and care teams.
• Conduct proactive patient rounds and monitor service concerns.
• Escalate issues promptly to appropriate clinical staff when needed.

Skills

Healthcare experience

Customer service

Communication skills

HIPAA knowledge

Empathy

Active listening

Teamwork

Education

High school diploma or equivalent

Tools

Electronic documentation systems

Job description

City/State: Newburgh, New York Department: Quality Management & Health Info Management Work Shift: Day Work Days: WEEKENDS Scheduled Hours: 10 AM-6 PM Scheduled Daily Hours: 7.5 HOURS Hourly Rate/Range: $23 - $27 Sign-On Bonus: N/A For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Job Summary The Guest Services Associate serves as a highly visible, patient-centered member of the hospital team responsible for enhancing the patient and family experience throughout the hospitalization. The Guest Services Associate conducts proactive patient rounds utilizing the Huron Rounding platform, responds to patient call bells and non-clinical requests, facilitates communication between patients and their care teams, assists in identifying and resolving service concerns, and conducts post-discharge follow-up telephone calls. This position functions as a liaison between patients, families, nursing, providers, and hospital departments to promote timely communication, responsiveness, comfort, and an exceptional patient experience. The Guest Services Associate does not provide clinical care or clinical advice and promptly refers all clinical questions, symptoms, medication concerns, or changes in patient condition to the appropriate licensed clinical team member.

Qualifications

• Education/Training: High school diploma or equivalent.
• Ability to read, write, and communicate in English.
• Experience: Previous experience in healthcare, hospitality, customer service, patient relations, guest services, or another high-touch service environment.
• Experience interacting with patients, families, or customers in emotionally sensitive situations.
• Experience using electronic documentation, rounding, customer relationship management, or similar technology.
• Healthcare experience is preferred but not required for candidates with strong hospitality and customer service backgrounds.
• Exceptional interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Demonstrated empathy and active-listening skills.
• Ability to establish rapport quickly with patients and families.
• Ability to recognize concerns requiring immediate escalation.
• Strong organizational and follow-up skills.
• Ability to prioritize multiple patient requests in a fast-paced environment.
• Ability to remain calm and professional when interacting with upset or distressed patients or family members.
• Comfortable utilizing computers, tablets, mobile devices, and electronic documentation systems.
• Ability to work collaboratively with individuals across multiple disciplines and levels of the organization.
• Understanding of patient confidentiality and HIPAA requirements.
• Ability to maintain appropriate professional boundaries.
• Licensure, Registration or Certification: n/a

Montefiore St. Luke's Cornwall is an equal employment opportunity employer. Montefiore St. Luke's Cornwall will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.

Company Background

For 150 years, Montefiore St. Luke’s Cornwall (MSLC) has been a cornerstone of high-quality healthcare in Orange County, fostering a healing environment through community collaboration, dedicated staff, and a rich history. What began as a modest three-bed hospital in 1875 has grown into a comprehensive healthcare system with two campuses and a wide range of outpatient services. MSLC is a member of the Montefiore Health System and provides care to more than 250,000 patients annually. The organization includes a 242-bed acute care hospital, with a geographic coverage area that serves a population of 400,000 people. MSLC is proud to provide care locally, and when needed, offer seamless transitions to world-class medicine throughout the Montefiore Health System (MHS). Being part of MHS has allowed MSLC to expand our capabilities and offer cutting-edge healthcare to our community. MSLC is a Magnet designated organization, with notable recognition from Healthgrades, the American Heart Association, and various other agencies. We are accredited by The Joint Commission, which sets the standards for the delivery of quality health care. MSLC has more than 350 physicians on staff, representing dozens of medical specialties.

Benefits

• medical
• dental
• vision
• life insurance
• 403b retirement plan
• tuition reimbursement