Guest Services Associate II

at  Emory Healthcare

SKILLS REQUIRED:

• Knowledge of electronic medical record and scheduling systems
• Comprehend and interpret EHC policies impacting safety and customer service
• CPR (Basic Life Support) certification preferred
• Ability to work independently
• Conflict management
• Willing to travel to different locations

MINIMUM EXPERIENCE:

• 3 years experience in customer service and/or healthcare environment
• Experience working directly with patients and clinical teams
• Demonstrated proficiency in computer programs such as customer databases, Microsoft Office, scheduling and/or reservation systems
• Demonstrated conflict management and problem solving skills
• Telecommunication skills and proficiency using multi-line phone and cell phone

MINIMUM EDUCATION:

• Associate degree or direct healthcare experience considered
  Additional Details:
  Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran’s status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
  ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.”
  PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.
  ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.

• Ensuring a welcoming environment by greeting and assists clinical teams with patient navigation and excellent customer service upon patient arrival and during wait times
• 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
• In addition to the responsibilities of Guest Services Associate I, performs proactive and daily rounds on patients and their caregivers to establish a rapport with the patient and family, assists in the provision of measures to increase comfort and facilitates the flow of communication between the patient and the care team
• Provides routine family communication updates upon arrival, explains process, helps facilitate patient flow and throughput, provides updates, and addresses non-clinical requests to support patient and family comfort and anxieties
• Consults and collaborates with colleagues, peers, supervisors, and other health care providers professionally to improve the quality, effectiveness, work flow and efficiency of patient care
• Communicates procedural schedules and safety protocols to patients and visitors while assisting
• Performs daily rounds in designated areas and partners with clinical teams to address questions, concerns, and resolution of requests, and performs routine rounds of common areas to identify needs for maintenance
• Responsible for covering multiple clinical units and procedural areas
• Collaborates with patient relations team in documenting and completing investigations into complaints and grievances
• Partners with patient experience team members in the development and implementation of performance improvement initiatives and participates in the collection of metrics data to support projects
• Cross trains with other departments and system-wide operating units to provide seamless customer experience across the system and support business continuity
• Provides information about hospital services, including where to find necessary amenities within the facility
• Utilizes cell phone and/or other technology tools communicate with clinical team, department leaders, patients and guests
• Enrolls patients and caregivers in online communication apps to improve patient experience
• Builds strong working relationships with clinical and operational teams to partner on service recovery and help manage patient flow obstacles and unexpected issues impacting service
• Collaborates with appropriate department leadership to share recognition and ensure complaints are investigated, effectively resolved, and follows up with the patients
• Encourages participation in patient satisfaction surveys, assists in adoption of patient digital tools such as the emergency department navigation tool, the wayfinding app, or EMR
• Supports team utilization of interpretive services for patients with limited English proficiency
• Responds to visitor injuries and/or risk exposure by reporting them to the appropriate clinical supervisor
• Provides timely and accurate notifications of regulatory inspectors and emergency situations, assisting Public Safety with identifying visitors
• Reviews patient survey comments and related feedback tools and responds as appropriate
• Proactively rounds in waiting areas to assist visitors and report facility issues
• Assists leaders with data collection for monthly and annual statistical reports
• Documents patient encounters for tracking and trending purposes
• Supervises, trains and assists volunteers and students assigned to arrival areas
• Performs related duties as required