Guest Services Associate II

Emory Healthcare • Atlanta, GA

428d • $34,944 - $44,928

About The Position

The Guest Services Associate II at Emory Healthcare plays a crucial role in ensuring a welcoming and supportive environment for patients and visitors. This position involves assisting clinical teams with patient navigation, providing excellent customer service, and maintaining a culture of excellence in patient care. The associate will perform proactive rounds, communicate effectively with patients and families, and collaborate with various teams to enhance the overall patient experience.

Requirements

• 3 years of experience in customer service and/or healthcare environment.
• Experience working directly with patients and clinical teams.
• Proficiency in computer programs such as customer databases and Microsoft Office.
• Demonstrated conflict management and problem-solving skills.
• Telecommunication skills and proficiency using multi-line phone and cell phone.
• Knowledge of electronic medical record and scheduling systems.
• Ability to work independently and manage conflicts.

Nice To Haves

• CPR (Basic Life Support) certification preferred.
• Willingness to travel to different locations.

Responsibilities

• Ensure a welcoming environment by greeting and assisting clinical teams with patient navigation and customer service.
• Provide wayfinding assistance and respond promptly to inquiries.
• Oversee entrances and procedural areas, maintaining designated areas and equipment.
• Support clinical teams with efficient patient flow and customer service.
• Provide culturally appropriate and compassionate care.
• Collaborate with team members to achieve patient experience goals.
• Perform proactive rounds on patients and caregivers to establish rapport and facilitate communication.
• Provide routine family communication updates and assist in patient flow.
• Consult and collaborate with colleagues to improve patient care quality and efficiency.
• Communicate procedural schedules and safety protocols to patients and visitors.
• Perform daily rounds and address questions and concerns from patients and visitors.
• Collaborate with patient relations to document and investigate complaints.
• Assist in the development and implementation of performance improvement initiatives.
• Cross-train with other departments to provide seamless customer experience.
• Provide information about hospital services and amenities.
• Utilize technology tools to communicate with clinical teams and patients.
• Enroll patients in online communication apps to enhance their experience.
• Build strong relationships with clinical and operational teams for service recovery.
• Encourage participation in patient satisfaction surveys and assist in adopting digital tools.
• Support utilization of interpretive services for patients with limited English proficiency.
• Respond to visitor injuries and report them to the appropriate supervisor.
• Provide timely notifications of regulatory inspectors and emergency situations.
• Review patient survey comments and respond appropriately.
• Proactively round in waiting areas to assist visitors and report facility issues.
• Assist leaders with data collection for reports.
• Document patient encounters for tracking purposes.
• Supervise and assist volunteers and students assigned to arrival areas.

Benefits

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: Associate degree