Associate, Guest Services

City/State:

Newburgh, New York

Department:

Quality Management & Health Info Management

Work Shift:

Day

Work Days:

MON-FRI

Scheduled Hours:

10 AM-6 PM, 9 AM-5 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.