Guest Services Associate II

Emory Healthcare•Atlanta, GA

3d•$20 - $24•Onsite

About The Position

The Guest Services Associate II enhances the patient and visitor experience by providing proactive, high-touch customer service and supporting patient flow across clinical and procedural areas. The position helps ensure a welcoming, safe, and supportive environment through navigation, communication, service coordination, and non-clinical support throughout the patient journey. The role partners with clinical teams, patient experience, and operational leadership to facilitate efficient throughput, address patient and family needs, and support service recovery. It contributes to service excellence by delivering compassionate, culturally appropriate support and assisting with operational and performance improvement initiatives. The schedule is 5:00 a.m. to 1:30 p.m. The position is performed in a healthcare facility, including patient care areas, clinical units, and high-traffic public spaces. It may require adherence to infection prevention protocols and use of personal protective equipment.

Requirements

High school diploma or equivalent.
Three years of customer service and/or healthcare experience, or an associate degree and one year of experience.
Knowledge of electronic medical record and scheduling systems.
Ability to interpret and apply organizational policies related to safety, customer service, and patient support.
Strong communication, interpersonal, and customer service skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Conflict resolution and problem-solving skills.
Proficiency with computer applications, including Microsoft Office and customer databases.
Ability to use multi-line phone systems and communication tools.
Ability to interact with patients, families, visitors, and staff in a compassionate, professional, and culturally appropriate manner.

Nice To Haves

Experience supporting patient experience, service excellence, patient navigation, or healthcare operations initiatives.
CPR/Basic Life Support certification.
Familiarity with healthcare workflows and clinical environments.
Experience using digital patient engagement or navigation tools.
Knowledge of patient experience best practices and service recovery principles.

Responsibilities

Conduct proactive daily rounds with patients and caregivers to establish rapport, provide comfort, and facilitate communication with care teams.
Provide patients and families with routine updates about processes, wait times, and non-clinical needs.
Encourage participation in patient satisfaction tools and support adoption of digital engagement platforms.
Partner with clinical teams to support patient flow, throughput, and communication across clinical and procedural areas.
Communicate procedural schedules, safety protocols, and expectations to patients and visitors.
Identify and escalate patient flow barriers, service disruptions, and operational concerns.
Address patient and visitor concerns in real time, support service recovery, and escalate issues as appropriate.
Collaborate with patient relations and leadership to document, investigate, and resolve complaints and grievances.
Follow up with patients and families to support resolution and satisfaction.
Conduct rounds of waiting areas and common spaces to identify maintenance, safety, and service needs.
Maintain designated areas and equipment, including wheelchairs, personal protective equipment stations, and informational materials.
Provide wayfinding assistance and information about hospital services, amenities, and resources.
Use communication tools and technology platforms to coordinate with clinical teams, leadership, patients, and visitors.
Enroll patients and caregivers in communication applications and support use of digital tools.
Support interpretation services and promote effective communication for diverse patient populations.
Follow protocols for visitor screening, infection prevention, and visitation policies.
Support Public Safety by identifying visitors, reporting incidents, and assisting during emergencies.
Document patient interactions and assist with data collection for reporting, metrics, and performance improvement initiatives.
Assist in training, mentoring, and supporting volunteers, students, and new team members.
Collaborate with leadership on performance improvement initiatives and operational goals.
Participate in cross-training and support system-wide operations to ensure continuity of service.
Perform other duties as assigned.