The Guest Services Associate II is responsible for enhancing the patient and visitor experience by providing proactive, high-touch customer service and supporting patient flow across clinical and procedural areas. This role ensures a welcoming, safe, and supportive environment by assisting with navigation, communication, and service coordination throughout the patient journey. This position partners closely with clinical teams, patient experience, and operational leadership to facilitate efficient throughput, address non-clinical patient and family needs, and support service recovery efforts. The Guest Services Associate II contributes to a culture of excellence by delivering compassionate, culturally appropriate care while supporting operational and strategic initiatives. Primary Duties and Responsibilities Patient Experience and Rounding: Conduct proactive daily rounds with patients and caregivers to establish rapport, provide comfort, and facilitate communication between patients and care teams. Provide routine updates to patients and families regarding processes, wait times, and non-clinical needs to reduce anxiety and improve experience. Encourage participation in patient satisfaction tools and support adoption of digital engagement platforms. Clinical Coordination and Patient Flow Support: Partner with clinical teams to support patient flow, throughput, and communication across multiple clinical and procedural areas. Communicate procedural schedules, safety protocols, and expectations to patients and visitors. Identify and escalate patient flow barriers, service disruptions, or operational concerns to appropriate teams. Customer Service and Service Recovery: Address patient and visitor concerns in real time, supporting service recovery and escalating issues as needed. Collaborate with patient relations and leadership to document, investigate, and resolve complaints and grievances. Follow up with patients and families to ensure resolution and satisfaction. Operational Rounding and Facility Support: Perform routine rounds of 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 on hospital services, amenities, and resources. Collaboration, Communication, and Technology Use: Utilize 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 ensure effective communication for diverse patient populations. Safety, Compliance, and Reporting: Follow established protocols for visitor screening, infection prevention, and visitation policies. Support Public Safety by identifying visitors, reporting incidents, and assisting during emergency situations. Document patient interactions and assist with data collection for reporting, metrics, and performance improvement initiatives. Leadership Support and Training: Assist in training, mentoring, and supporting volunteers, students, and new team members. Collaborate with leadership to support 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. Minimum Required Qualifications Education - Associate degree or equivalent healthcare experience Experience - Minimum of 3 years of experience in customer service and/or healthcare environment, including experience working directly with patients and clinical teams Knowledge, Skills & Abilities (Required): 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 Preferred Qualifications Certification - CPR / Basic Life Support (BLS) certification preferred Knowledge, Skills & Abilities (Preferred): Experience supporting patient experience or service excellence initiatives Familiarity with healthcare workflows and clinical environments Experience using digital patient engagement or navigation tools 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 (computers, typing, reading, 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 equipment.
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 careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.
Emory Healthcare is the most comprehensive health care system in Georgia. We offer 11 hospitals, the Emory Clinic, more than 250 provider locations, and more than 2,800 physicians specializing in 70 different medical subspecialties. Meaning we can provide treatments and services that may not be available at local community hospitals. That's the Emory Difference.
