Patient Experience Concierge

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

Job summary

Mohawk Valley Health System in Utica, NY seeks a Guest Relations Associate to deliver hospitality and patient-centered service across busy hospital settings. You’ll provide wayfinding, non-clinical updates, and liaison support between families and clinical teams.

The role emphasizes empathy, discretion, HIPAA compliance, and calm problem-solving in high-traffic environments, with mobility assistance, safety policy enforcement, and collaboration with multiple departments to enhance the guest

Qualifications

• 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.
• Background verification may be required.

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 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.

Skills

Customer service

Communication

Empathy

Conflict resolution

Education

High School Diploma or equivalent

Tools

MS Office

Job description

Mohawk Valley Health System in Utica, NY seeks a Guest Relations Associate to deliver hospitality and patient-centered service across busy hospital settings. You’ll provide wayfinding, non-clinical updates, and liaison support between families and clinical teams.

The role emphasizes empathy, discretion, HIPAA compliance, and calm problem-solving in high-traffic environments, with mobility assistance, safety policy enforcement, and collaboration with multiple departments to enhance the guest