Guest Services Representative

Whatever the role, everyone at Grady is part of something bigger. Choosing a career at Grady is choosing to be part of a legacy of service and commitment to our communities. If you want to make a difference, we want to hear from you.

Job Summary

Shift: Days

The Guest Services Representative greets and assists patients, visitors, and other users of the hospital by directing and informing them of the location of hospital services, patient locations, etc. Ensures to provide this information whiles adhering to regulations that govern the hospital visitation policies/procedures and HIPPA.

• Greets, assists, and directs patients, visitors, and others who enter the hospital in a courteous and professional manner at all times.

• Answers the telephone within 3 rings with the appropriate hospital greeting at all times.

• Identifies individuals who need assistance and/or directions and assists them appropriately and in a timely manner.

• Assists patients upon entrance to the facility who require the use of a wheelchair by requesting transport assistance accordingly or providing the assistance directly.

• Assists visitors with proper patient and directional location information.

• Assists with hospital discharges and other wheelchair transports for outpatient clinic visits, etc, as deemed necessary.

• Summons the necessary and appropriate help for any visitor requiring medial or security assistances, as necessary.

• Provides customer service assistance for visitors with concerns/complaints by directing them to the appropriate departmental manager.

• Ensures customer sensitivity when dealing with ICU patients, families, and visitors.

• Must be aware of environmental surroundings at all times and be able to address needs accordingly, appropriately and timely (i.e. housekeeping, security, facilities, etc.)

• Must comply with departmental uniform dress attire/code.; Neat and professional at all times.

• Must satisfactorily complete all required in-services, training, and certifications.

• Perform other job duties as assigned.

• Operate the hospital's Visitor Management System (VMS) by accurately registering visitors, verifying required identification, printing visitor badges, and ensuring compliance with established visitation policies and procedures.

• Screen visitors in accordance with hospital security, infection prevention, and regulatory requirements while maintaining exceptional customer service and professionalism.

• Educate patients, families, and visitors regarding visitation guidelines, restricted access areas, visitor badge requirements, and hospital policies.

• Verify visitor eligibility and collaborate with Public Safety, Nursing, Patient Access, and other departments to resolve visitor access issues, restricted visitation, confidential patient status, and other security-related concerns.

• Monitor visitor flow and proactively manage high-volume periods to promote efficient entry into the facility while maintaining a welcoming environment.

• Troubleshoot Visitor Management System issues, escalate technical concerns appropriately, and maintain continuity of operations during system downtime according to established procedures.

• Maintain the confidentiality and integrity of visitor and patient information while adhering to HIPAA, regulatory, and organizational privacy standards.

• Document visitor-related incidents, concerns, and operational issues and communicate them to leadership and Public Safety as appropriate.

• Serve as a resource to hospital staff regarding visitor management policies, visitor workflows, badge issuance, and access procedures.

• Ability to learn and effectively utilize multiple technology platforms (Visitor Management System, EPIC, Microsoft Office, electronic communication tools).

• Strong conflict resolution and de-escalation skills.

• Knowledge of visitor screening processes, patient privacy regulations, and hospital security procedures.

• Ability to exercise sound judgment when interpreting and applying visitation policies.

• Excellent communication and customer service skills in a fast-paced healthcare environment.

Qualifications:

• 1+ year of experience as a receptionist, customer service agent, or any position that requires extensive public contact and interaction.

• High School Diploma or GED

• BLS

Core Competencies
These competencies reflect the values and behaviors expected of all Grady team members, regardless of role. They ensure that every employee contributes to safe, high-quality care, positive patient experience, and a collaborative work environment.

1. Patient-Centered Care - Demonstrates a commitment to delivering safe, compassionate, and high-quality care that prioritizes the well-being and satisfaction of patients and their families.
2. Integrity & Accountability - Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes.
3. Collaboration & Teamwork - Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals.
4. Communication - Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
5. Respect & Inclusion - Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
6. Quality & Safety - Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
7. Adaptability & Resilience - Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
8. Continuous Improvement - Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
9. Leadership & Professionalism - Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
10. Employee Experience Focus - Champions a supportive and engaging employee journey that enables staff to thrive and, in turn, deliver exceptional patient care.

Grady Total Rewards
At Grady, we believe in supporting the health, well-being, and growth of every team member. Our Total Rewards package is designed to provide competitive pay and comprehensive benefits that make a difference in your life and career, including:

• Health & Wellness: Medical, dental, vision, and prescription drug coverage.

• Financial Security: Retirement savings plans with employer contributions, life insurance, and disability coverage.

• Work-Life Balance: Paid time off, holidays, and family leave benefits.

• Career Growth: Tuition reimbursement, professional development programs, and opportunities for advancement.

• Employee Support: Employee Assistance Program (EAP), wellness initiatives, and discounts on services.

Grady's Total Rewards are designed to ensure our employees feel valued, supported, and empowered, both at work and beyond.

Why Join Grady?
Grady Health System is more than a hospital - we are a vital part of Atlanta and the surrounding communities. For over 125 years, Grady has been committed to providing exceptional care, advancing health equity, and making a difference in the lives of those we serve. When you join Grady, you become part of a team that values excellence, compassion, innovation, and collaboration.

Here, every role matters. Whether you provide direct patient care, support our operations, or lead teams, you play an important part in fulfilling our mission. We offer opportunities to learn, grow, and build a meaningful career in an environment where your contributions are recognized and valued.

At Grady, we don't just work, we make an impact.

Equal Opportunity Employer Statement:
Grady Health System is proud to be an equal opportunity employer. We are committed to fostering a workforce where all employees feel valued, respected, and empowered to succeed. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.

Grady is dedicated to creating an accessible work environment and provides reasonable accommodations to qualified individuals with disabilities to ensure equitable opportunities for success.