Guest Services Representative

gmh; Atlanta (GA); On-site; USD 29,000 - 38,000; Full time

Job summary

Grady Health System in Atlanta, GA seeks a Guest Services Representative to greet patients and visitors, direct them to services, and support hospital operations with professionalism.

Responsibilities include answering calls within 3 rings, registering visitors in the VMS, assisting with wheelchair transports, and ensuring HIPAA compliance while delivering exceptional customer service in a fast-paced 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 is required.
• BLS certification or training is preferred.
• Knowledge of HIPAA policies and patient privacy regulations.

Responsibilities

• Greet, assist, and direct patients, visitors, and others entering the hospital.
• Answer the telephone within 3 rings with the hospital greeting.
• Register visitors in the Visitor Management System (VMS) and issue badges.
• Educate patients, families, and visitors regarding visitation guidelines and hospital policies.
• Assist with wheelchair transports and patient discharges when needed.
• Escalate security or safety concerns to the appropriate department.
• Maintain confidentiality and professionalism in all interactions.
• Utilize multiple systems (VMS, EPIC, MS Office) to support operations.

Skills

Customer service

Communication

Conflict resolution

Public interaction

HIPAA awareness

Education

High School Diploma or GED

BLS

Tools

Visitor Management System (VMS)

EPIC

Microsoft Office

Job description

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, escalates 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