Division

Emory Decatur Hospital

Campus Location

Decatur, GA, 30033

Campus Location

US-GA-Decatur

Department

DEC-Patient Experience

Job Type

Regular Full-Time

Job Number

162730

Job Category

Clerical & Administrative

Schedule

Other

Standard Hours

40 Hours

Hourly Minimum

USD $18.90/Hr.

Hourly Midpoint

USD $23.03/Hr.

Be inspired. Be valued. Belong.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

Ongoing mentorship, development, leadership programs...and more!

Shift Time: Various Shifts Available! (Day / Evening / Night)

Shift Location(s): Emory Decatur Hospital, Emory Hillandale Hospital, and Emory Long-Term Care Acute Hospital!

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.

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.
• Reports to Guest Services Supervisor/Manager.

MINIMUM QUALIFICATIONS:

• 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

MINIMUM EDUCATION:

• Associate degree or equivalent healthcare experience.

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.

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