Associate, Guest Services (JR234069)

ViziRecruiter,LLC.; City of Newburgh (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

The Guest Services Associate at a hospital delivers patient-centered service by conducting proactive rounds, responding to call bells, and coordinating non-clinical requests to enhance the patient and family experience.

They act as a liaison among patients, families, nursing, providers, and hospital departments to ensure timely communication, comfort, and seamless information flow while maintaining HIPAA and professional boundaries.

Qualifications

• Education: High school diploma or equivalent.
• Ability to read, write, and communicate in English.

Responsibilities

• 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.

Skills

Empathy

Communication

Customer service

Active listening

Team collaboration

Education

High school diploma

Tools

Electronic documentation systems

Job description

Introduction

To heal, to teach, to discover and to advance the health of the communities we serve.

Overview

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. 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.

Responsibilities

• 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.

Requirements

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.