Guest Services Associate II - Emory University Hospital

Emory Healthcare•Atlanta, GA

17h•Onsite

About The Position

The Guest Services Associate II ensures a welcoming environment by greeting and assists clinical teams with patient navigation and excellent customer service upon patient arrival and during wait times. Must have an Associate Degree or healthcare experience, as well as handling de-escalations and irate guests and/or patients at time.

Requirements

Minimum of 3 years of experience in customer service and/or healthcare environment, including experience working directly with patients and clinical teams.
Knowledge of electronic medical record (EMR) and scheduling systems.
Ability to interpret and apply organizational policies related to safety and customer service.
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 in computer applications including Microsoft Office and customer databases.
Ability to use multi-line phone systems and communication tools.
Ability to collaborate effectively with clinical and operational teams.

Nice To Haves

Certification - CPR / Basic Life Support (BLS) certification preferred.
Experience supporting patient experience or service excellence initiatives.
Familiarity with healthcare workflows and clinical environments.
Experience using digital patient engagement or navigation tools

Responsibilities

Provides wayfinding assistance, communicates services and promptly responds to inquiries.
Provides helpful, safe and supportive experience for all people entering the facility.
Oversees entrances, arrivals at procedural areas, maintains designated areas and equipment (wheelchairs, PPE stations) and addresses customer service issues.
Partners and supports clinical teams with efficient and safe patient flow, visitation and customer service.
Responsible for providing a culture of excellence as well as culturally appropriate, compassionate care.
Collaborates with team members to achieve patient experience goals and operational and strategic initiatives.