Lead Guest Services Rep

gmh; Atlanta (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Grady Health System in Atlanta is seeking a Guest Services Lead Representative to assist with leadership and scheduling of Guest Services Representatives. The role involves greeting patients and visitors, directing them to services, and ensuring adherence to hospital visitation policies and HIPAA regulations.

The position requires 3+ years of experience in customer-facing roles and some supervisory experience. Strong communication, teamwork, and organizational skills are essential.

Qualifications

• Lead or supervisory experience is required.
• 3+ years in receptionist, customer service, or high public contact roles.

Responsibilities

• Maintain accurate and timely documentation and communication systems for department coordination.
• Update the 3C system regularly and manage the Callout Log.
• Provide new hire orientation coverage and CPR skills support.

Skills

Leadership

Scheduling

Customer Service

HIPAA Compliance

Communication

Team Coordination

Education

High School Diploma or GED

Tools

3C System

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. 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 achieve shared goals.
4. Communication - Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
5. Respect & Inclusion - Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
6. Quality & Safety - Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
7. Adaptability & Resilience - Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
8. Continuous Improvement - Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
9. Leadership & Professionalism - Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
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 opportu