Lead Guest Services Rep

Grady Memorial Hospital Corporation; Atlanta (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

Grady Health System in Atlanta seeks a Guest Services Lead Representative to assist in leadership and scheduling of Guest Services Representatives, ensuring patient and visitor guidance and adherence to hospital policies and HIPAA. The role guides daily operations and enhances service quality.

Shifts are mid-day, five days a week with weekend commitments. You will maintain documentation, manage supplies, assist with training, and help foster a collaborative team culture while delivering

Qualifications

• 3+ years of experience in receptionist, customer service, or roles with extensive public contact.
• Lead or Supervisory experience, ability to guide a team and coordinate duties.
• High School Diploma or GED required.

Responsibilities

• Lead or assist in scheduling Guest Services Representatives and align with policies.
• Greet and assist patients and visitors with accurate location information.
• Maintain documentation and update the 3C system; file Callout Log weekly.
• Oversee supplies and equipment for guest services areas and report issues.
• Provide new hire orientation and CPR training support.
• Support team engagement and department culture.
• Complete Daily Assignment Sheet and Monthly Schedule; assist lunch coverage.

Skills

Customer service experience

Supervisory experience

Education

High School Diploma or GED

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: mid-day, 5 days a week with weekend committments

The Guest Services Lead Representative assists the Supervisor/Manager in leadership and scheduling of Guest Services Representatives to ensure that departmental and hospital policies and procedures are maintained and service demands are met. In addition to greeting and assisting patients, visitors, and other users of the hospital by directing and informing them of location of hospital services, patient locations, etc., the Representative will ensure to provide this information while adhering to regulations that govern the hospital visitation policies/procedures and HIPPA.

Communication & Documentation Management_15%

• Maintain accurate and timely documentation and communication systems to ensure department coordination.
• Update the Board on the 3C system regularly
• Ensure the Callout Log is filed in the 3C mailbox weekly
• Provide new hire orientation guidelines coverage

Supplies & Equipment Oversight_20%

• Ensure the availability and proper functioning of guest services materials and equipment.
• Monitor and replenish supplies at desks (markers, pens, visitor badges, ECC badges)
• Perform a daily wheelchair count
• Report any equipment malfunctions

Training & Support Activities _15%

• Support departmental training initiatives to maintain operational readiness and compliance.
• Assist with CPR Skills Training support
• Provide new hire orientation (also listed under documentation, but related to training)

Team Engagement & Departmental Culture_5%

• Support and enhance team culture and collaborative efforts.
• Support Team Yayyy functions
• Participate in cleanup efforts

Miscellaneous Administrative Support_10%

• Provide general administrative support to ensure smooth guest services operations.
• Assist with any additional duties as assigned that support the department’s needs.
• Additional duties as assigned.

Scheduling & Staffing Coordination_35%

• Ensure efficient coordination and communication of team schedules and coverage.
• Complete and distribute the Daily Assignment Sheet
• Maintain and post the Monthly Schedule
• Assist with lunch coverage coordination

Qualifications:

High School Diploma or GED

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

Lead or Supervisory experience

Core Competencies

1. 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. 2. Integrity & Accountability - Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes.
3. 3. Collaboration & Teamwork - Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals.
4. 4. Communication - Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
5. 5. Respect & Inclusion - Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
6. 6. Quality & Safety - Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
7. 7. Adaptability & Resilience - Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
8. 8. Continuous Improvement - Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
9. 9. Leadership & Professionalism - Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
10. 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.

Join our Talent Community

At Grady Health System, we are more than just a healthcare provider — we are a lifeline for our community. With a rich history of compassionate care, we’ve been serving Atlanta and beyond for over 125 years. As one of the nation’s leading public health systems, we are committed to delivering exceptional, patient-centered care to all, regardless of ability to pay. Our dedicated team of healthcare professionals brings a passion for making a difference, and together, we provide top-notch services in every specialty, from trauma care to maternal health, to community-based programs that improve lives. We embrace innovation, diversity, and collaboration to meet the unique needs of our patients and create a healthier future for everyone. Join us in our mission to make a lasting impact - because at Grady, your care, your career, and your community matter.