Guest Services Associate

Guest Services Associate I

Job Summary: The Guest Services Associate I is responsible for creating a welcoming and supportive environment for patients, visitors, and staff by providing exceptional customer service, wayfinding assistance, and facility support. This role ensures a safe, efficient, and positive experience for all individuals entering the facility by addressing inquiries, supporting visitation processes, and maintaining front desk and lobby operations. The Guest Services Associate I partners with clinical teams, Public Safety, and support services to uphold safety protocols, assist with patient experience initiatives, and ensure compliance with organizational policies. This position contributes to a culture of excellence by delivering culturally appropriate, compassionate service while supporting operational and strategic goals.

Primary Duties and Responsibilities

• Guest Experience and Wayfinding: Greet and acknowledge all patients, visitors, and employees with a professional and welcoming demeanor. Provide wayfinding assistance, verify destinations, and offer escorts or detailed directions throughout the facility. Communicate facility services, amenities, and local resources including transportation, dining, and lodging options.
• Front Desk Operations and Communication: Maintain continuous coverage of entrances, waiting areas, and assigned locations. Respond to incoming calls and inquiries promptly, courteously, and accurately. Assist visitors with check-in processes, including use of online applications and scheduling tools.
• Customer Service and Issue Resolution: Address guest concerns and complaints in real time, providing service recovery and escalating issues as appropriate. Collaborate with leaders and team members to support patient experience goals and operational initiatives. Provide culturally appropriate, compassionate service to all individuals entering the facility.
• Safety, Compliance, and Emergency Support: Follow established protocols for visitor screening, infection prevention, and visitation policies. Support Public Safety by identifying visitors, reporting incidents, and assisting during emergency situations and drills. Maintain compliance with HIPAA regulations when accessing or communicating patient information.
• Facility and Equipment Maintenance: Maintain cleanliness and organization of entrances, waiting areas, workstations, and storage spaces. Manage inventory and upkeep of wheelchairs, PPE stations, brochures, directories, and maps. Report spills, hazards, and facility-related issues to appropriate departments.
• Collaboration and Operational Support: Partner with clinical teams, Public Safety, valet services, and volunteers to ensure smooth operations. Assist with interpretation services and delivery coordination as needed. Participate in department meetings, training sessions, and team huddles. Perform other duties as assigned.

Minimum Required Qualifications

• Education - High school diploma or equivalent
• Experience - Minimum of 1 year of experience in hospitality, customer service, and/or a healthcare environment
• Knowledge, Skills & Abilities (Required): Knowledge of customer service principles and patient experience standards Basic knowledge of electronic medical record (EMR) and scheduling systems Ability to interpret and follow organizational policies related to safety and customer service Strong communication and interpersonal skills Ability to work independently and manage multiple priorities Conflict resolution and problem-solving skills Proficiency in computer applications including Microsoft Office and customer databases Ability to operate multi-line phone systems and communication devices

Preferred Qualifications

• Certification - CPR / Basic Life Support (BLS) certification preferred
• Knowledge, Skills & Abilities (Preferred): Experience in a healthcare or hospital environment Familiarity with patient registration or scheduling systems Experience supporting diverse populations in a customer-facing role

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, high-traffic public spaces, and varying noise levels. 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 View email address on click.appcast.io. Please note that one week's advance notice is preferred.