Guest Services Associate II

Emory•Atlanta, GA

3d•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 role helps create a welcoming, safe, and supportive environment through navigation, communication, service coordination, and non-clinical support throughout the patient journey. It partners closely with clinical teams, patient experience, and operational leadership to facilitate throughput, address patient and family needs, and support service recovery. The position also contributes to service excellence by providing compassionate, culturally appropriate support and assisting with operational and performance improvement initiatives. The stated schedule is 5:00 a.m. to 1:30 p.m.

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 build rapport, provide comfort, and facilitate communication with care teams.
Provide routine updates to patients and families about processes, wait times, and non-clinical needs; encourage participation in patient satisfaction tools and support 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, escalate issues when appropriate, and 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.
Round through waiting areas and common spaces to identify maintenance, safety, and service needs; maintain designated areas and equipment, including wheelchairs, PPE 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 their use of digital tools.
Support interpretation services and promote effective communication for diverse patient populations.
Follow visitor screening, infection prevention, and visitation protocols; 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.
Perform other duties as assigned.