Welcome page Returning Candidate? Log back in! Manager, Guest Services Division Emory Decatur Hospital Campus Location Decatur, GA, 30033 Campus Location US-GA-Decatur Department DEC-Wellness Center Job Type Regular Full-Time Job Number 143722 Job Category Clerical & Administrative Schedule 8a-4:30p Standard Hours 40 Hours Hourly Minimum USD $31.76/Hr. Hourly Midpoint USD $42.08/Hr. Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare.

 

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, and leadership programs
• And more

Work Location: Atlanta, GA

Description Manages facility entrances to ensure a welcoming environment by greeting and acknowledging individuals with a smileProvides wayfinding assistance, communicates facility services and promptly responds to inquiriesProvides helpful, safe and supportive experience for all people entering the facilityOversees front desk and lobby coverage, manages designated areas and equipment (wheelchairs, PPE stations) and addresses customer service and facility related issuesPartners and supports clinical teams with visitation policies and customer serviceResponsible for providing a culture of excellence as well as culturally appropriate, compassionate careManages team members to achieve patient experience goals and operational and strategic initiativesPlans Guest Services schedules and ensuring coverage during operational hours for multiple locations Trains and manages volunteers and students assigned to entrancesReports to Patient Experience DirectorIn addition to the requirements of a Guest Services Associate 1 & 2, serves as point person for ensuring compassionate, welcoming, timely and efficient communication to patients, guests, vendors, and employees entering and leaving the building for multiple locations across EHC campusesLeads efforts to drive service excellence within the guest services team, including assisting with the training and onboarding of new team members, communicating and operationalizing organizational changes, cross-training with other departments and guest services teams to increase knowledge base, and serving as relief supervisor, facilitating scheduling changes, assisting with timekeeping, managing and ordering supplies, and serving as point person for guest escalationsActively seeks opportunities to improve processes and “first impressions” experiencesServes on entity-level committees and fosters strong collaborative relationships with other teams and departmentsDevelops and manages Guest Services team schedules – including volunteers and students- to provide continuous coverage for entrances, waiting and assigned areas for multiple locations.Manages the cross-campus system wide Guest Services Associate PRN poolMentors and cultivates talent within guest services, while pursuing their own professional development in relevant areas, such as de-escalation, service recovery, communication skills, and customer serviceWorks with Public Safety and leaders to help identify safety risks and escalating situationsCompletes incident reports involving patients and guestsProvides timely and accurate notifications of regulatory inspectors and emergency situations – assisting Public Safety with identifying visitorsServes as super user for guest services technologiesPerforms other related duties as required.

SKILLS REQUIRED:

Knowledge of electronic medical record and scheduling systemsComprehend and interpret EHC policies impacting safety and customer serviceCPR (Basic Life Support) certification preferredAbility to work independentlyConflict managementWilling to travel to multiple Emory Healthcare locations

 

MINIMUM EXPERIENCE:

3 years experience in customer service and/or healthcare environment1 year experience as Guest Services Associate 1 or 2Experience working directly with patients and clinical teamsDemonstrated proficiency in computer programs such as customer databases, Microsoft Office, scheduling and/or reservation systemsDemonstrated conflict management and problem solving skillsTelecommunication skills and proficiency using multi-line phone and cell phone

MINIMUM EDUCATION:

Associate degree or leadership experience considered.

PHYSICAL REQUIREMENTS:

Frequent standing & walking (50% of the workday)Occasional sitting (50% of the workday)Push wheelchairs and cartsCarrying of objects up to 25 lbsClose eye work (computers, typing, reading, writing)Physical demands may vary depending on assigned work area and work tasks

JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties.

Additional Details

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.

  

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 Leave and Accommodations.  

 

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.

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