Guest Services Associate II - Patient Engagement

Guest Services Associate II

The Guest Services Associate II enhances the patient and visitor experience by providing proactive, high-touch customer service and supporting patient flow across clinical and procedural areas. This position helps ensure a welcoming, safe, and supportive environment by assisting with navigation, communication, service coordination, and non-clinical support throughout the patient journey.

This role partners closely with clinical teams, patient experience, and operational leadership to facilitate efficient throughput, address patient and family needs, and support service recovery efforts. The Guest Services Associate II contributes to a culture of service excellence by delivering compassionate, culturally appropriate support while assisting with operational and performance improvement initiatives.

Primary Duties and Responsibilities:

• Patient Experience and Rounding
• Conducts proactive daily rounds with patients and caregivers to establish rapport, provide comfort, and facilitate communication between patients, families, and care teams
• Provides routine updates to patients and families regarding processes, wait times, and non-clinical needs to reduce anxiety and improve the patient experience
• Encourages participation in patient satisfaction tools and supports adoption of digital engagement platforms
• Clinical Coordination and Patient Flow Support
• Partners with clinical teams to support patient flow, throughput, and communication across multiple clinical and procedural areas
• Communicates procedural schedules, safety protocols, and expectations to patients and visitors
• Identifies and escalates patient flow barriers, service disruptions, or operational concerns to appropriate teams
• Customer Service and Service Recovery
• Addresses patient and visitor concerns in real time, supporting service recovery and escalating issues as appropriate
• Collaborates with patient relations and leadership to document, investigate, and resolve complaints and grievances
• Follows up with patients and families to support resolution and satisfaction
• Operational Rounding and Facility Support
• Performs routine rounds of waiting areas and common spaces to identify maintenance, safety, and service needs
• Maintains designated areas and equipment, including wheelchairs, personal protective equipment stations, and informational materials
• Provides way finding assistance and information regarding hospital services, amenities, and resources
• Collaboration, Communication, and Technology Use
• Utilizes communication tools and technology platforms to coordinate with clinical teams, leadership, patients, and visitors
• Enrolls patients and caregivers in communication applications and supports the use of digital tools
• Supports interpretation services and promotes effective communication for diverse patient populations
• Safety, Compliance, and Reporting
• Follows established protocols for visitor screening, infection prevention, and visitation policies
• Supports Public Safety by identifying visitors, reporting incidents, and assisting during emergency situations
• Documents patient interactions and assists with data collection for reporting, metrics, and performance improvement initiatives
• Leadership Support and Training
• Assists in training, mentoring, and supporting volunteers, students, and new team members
• Collaborates with leadership to support performance improvement initiatives and operational goals
• Participates in cross-training and supports system-wide operations to ensure continuity of service
• Other Duties
• Performs other duties as assigned

Minimum Required Qualifications:

• Education - HS diploma or equivalent
• Experience
  - Three years of customer service and/or healthcare experience required, or an Associate degree and one year of experience

Knowledge, Skills, and Abilities

Required:

• Knowledge of electronic medical record and scheduling systems
• Ability to interpret and apply organizational policies related to safety, customer service, and patient support
• Strong communication, interpersonal, and customer service skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Conflict resolution and problem-solving skills
• Proficiency…