Guest Services Associate II - Patient Engagement

Work Shift:

Day - 8 Hour (United States of America)3:00pm - 11:00pm (40 Weekly Hours) / Monday- Friday

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. This position helps ensure a welcoming, safe, and supportive environment by assisting with navigation, communication, service coordination, and non-clinical support throughout the patient journey.
This role partners closely with clinical teams, patient experience, and operational leadership to facilitate efficient throughput, address patient and family needs, and support service recovery efforts. The Guest Services Associate II contributes to a culture of service excellence by delivering compassionate, culturally appropriate support while assisting with operational and performance improvement initiatives.

Primary Duties and Responsibilities:

Patient Experience and Rounding
1. Conducts proactive daily rounds with patients and caregivers to establish rapport, provide comfort, and facilitate communication between patients, families, and care teams
2.Provides routine updates to patients and families regarding processes, wait times, and non-clinical needs to reduce anxiety and improve the patient experience
3.Encourages participation in patient satisfaction tools and supports adoption of digital engagement platforms

Clinical Coordination and Patient Flow Support
1.Partners with clinical teams to support patient flow, throughput, and communication across multiple clinical and procedural areas
2.Communicates procedural schedules, safety protocols, and expectations to patients and visitors
3.Identifies and escalates patient flow barriers, service disruptions, or operational concerns to appropriate teams

Customer Service and Service Recovery
1.Addresses patient and visitor concerns in real time, supporting service recovery and escalating issues as appropriate
2.Collaborates with patient relations and leadership to document, investigate, and resolve complaints and grievances
3.Follows up with patients and families to support resolution and satisfaction

Operational Rounding and Facility Support
1.Performs routine rounds of waiting areas and common spaces to identify maintenance, safety, and service needs
2.Maintains designated areas and equipment, including wheelchairs, personal protective equipment stations, and informational materials
3.Provides wayfinding assistance and information regarding hospital services, amenities, and resources

Collaboration, Communication, and Technology Use
1.Utilizes communication tools and technology platforms to coordinate with clinical teams, leadership, patients, and visitors
2.Enrolls patients and caregivers in communication applications and supports the use of digital tools
3.Supports interpretation services and promotes effective communication for diverse patient populations

Safety, Compliance, and Reporting
1.Follows established protocols for visitor screening, infection prevention, and visitation policies
2.Supports Public Safety by identifying visitors, reporting incidents, and assisting during emergency situations
3.Documents patient interactions and assists with data collection for reporting, metrics, and performance improvement initiatives

Leadership Support and Training
1.Assists in training, mentoring, and supporting volunteers, students, and new team members
2.Collaborates with leadership to support performance improvement initiatives and operational goals
3.Participates in cross-training and supports system-wide operations to ensure continuity of service

Other Duties
1.Performs other duties as assigned

Minimum Required Qualifications:
Education - HS diploma or equivalent
Experience - Three years of customer service and/or healthcare experience required, or an Associate degree and one year of experience

Knowledge, Skills, and Abilities Required:
1.Knowledge of electronic medical record and scheduling systems
2.Ability to interpret and apply organizational policies related to safety, customer service, and patient support
3.Strong communication, interpersonal, and customer service skills
4.Ability to work independently and manage multiple priorities in a fast-paced environment
5.Conflict resolution and problem-solving skills
6.Proficiency with computer applications, including Microsoft Office and customer databases
7.Ability to use multi-line phone systems and communication tools
8.Ability to collaborate effectively with clinical and operational teams
9.Ability to interact with patients, families, visitors, and staff in a compassionate, professional, and culturally appropriate manner

Preferred Qualifications:
Experience - Experience supporting patient experience, service excellence, patient navigation, or healthcare operations initiatives
Certification - CPR/Basic Life Support certification

Knowledge, Skills, and Abilities Preferred:
1.Familiarity with healthcare workflows and clinical environments
2.Experience using digital patient engagement or navigation tools
3.Knowledge of patient experience best practices and service recovery principles

Physical Requirements:
Up to 25 lbs., 0-33% of the workday, occasionally; lifting and carrying objects up to 25 lbs.; occasional standing and walking; occasional sitting; close eye work, including computers, typing, reading, and writing. Physical demands may vary depending on assigned work area and tasks.

Environmental Factors:
Work is performed in a healthcare facility environment with exposure to patient care areas, clinical units, and high-traffic public spaces. May require adherence to infection prevention protocols and use of personal protective equipmen

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.

Scheduled Weekly Hours:

40

FTE:

1

Expanded Work Shift:

On Call: