Guest Relations Associate

Mohawk Valley Health System; City of Utica (NY); On-site; USD 25,000 - 33,000; Full time

Job summary

Mohawk Valley Health System is seeking a Guest Relations Associate to provide frontline hospitality and patient-relations support across locations. You will greet patients and visitors, assist with directions, check-in, mobility escort, and non-clinical updates, acting as a liaison between families and clinical teams.

A calm demeanor and strong communication are essential. Responsibilities include de-escalation, HIPAA-compliant privacy, coordination with security, nursing, social work, and other

Qualifications

• High School Diploma or equivalent is required.
• 1 year of experience in customer service or public-facing healthcare roles.
• Exceptional interpersonal, verbal and written communication with empathy.
• Demonstrated discretion and HIPAA confidentiality.

Responsibilities

• Greet and welcome patients, families, visitors, and staff with professionalism.
• Assist guests with information, directions, check-in support, and mobility escort.
• Serve as a non-clinical liaison, sharing timely updates with families and clinical teams.
• Operate a mobile hospitality cart with refreshments and comfort items.
• Monitor visitor flow, support registration/triage, communicate wait times clearly.
• Provide basic IT help to patients and coordinate with transport and interpreters.
• Maintain calm presence, de-escalate when needed, involve staff for safety.
• Explain visitor policies and HIPAA/privacy protections; protect patient privacy.
• Collaborate with security, nursing, social work, pastoral care, and other teams.
• Document interactions and follow up with discharged patients as appropriate.
• Keep waiting and entrance areas tidy and welcoming.
• Perform other duties as required.

Skills

Customer service

Hospitality

Patient relations

Empathy

Communication

MS Office

Education

High School Diploma or equivalent

Tools

MS Office

Job description

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.

Core Job 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.

Education/Experience Requirements

REQUIRED:

• 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.

Disclaimer

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.

Pay Range $18 - $24 per hour