Guest Services Representative

Who We Are

PACE by IIH is empowering senior participants to age at home with dignity through personalized, comprehensive care plans that deliver high-quality health and human services along with strong community support. Through an interdisciplinary and participant-centered model of care, PACE by IIH is committed to improving quality of life, promoting independence, and providing compassionate support tailored to the unique needs of each participant. Our team works collaboratively to deliver innovative, community-based healthcare solutions that allow seniors to remain safely and comfortably in their homes while receiving the care and services they need to thrive.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Job Summary

The Guest Services Representative will have the ability to exercise excellent judgment and high confidentiality in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, and the ability to maintain a realistic balance among multiple priorities. The Guest Services Representative will have the ability to work independently on projects, from conception to completion, and must be able to work under pressure, in a highly visible role, at times to handle a wide variety of activities and confidential matters with discretion.

Essential Job Functions

Duties include, but are not limited to:

• Professionally manage a high volume of incoming guest calls, promptly addressing inquiries and directing them to the appropriate department or team member to ensure timely and courteous service.
• Oversee lobby operations by managing guest flow, processing liability waivers for first-time visitors, monitoring badge usage and third-party check-ins, and ensuring accurate patient check-in and check-out through the electronic health record (EHR) system.
• Maintain an up-to-date roster of day center participants and update fire drill lane assignments monthly to support effective emergency preparedness and response.
• Maintain accurate and up-to-date participant attendance records, day center badges, and diet stickers, while also tracking daily use of parking validation stickers and coordinating with ACE Parking for timely replenishment.
• Receive, document, and dispense eyeglasses while obtaining required signatures, scanning records, and updating tracking information using Microsoft Excel for accurate inventory management.
• Collaborate with the Medical Records department to efficiently process participant medical record requests, ensuring accurate printing, distribution, signing, and scanning of documentation in accordance with organizational protocols.
• Assist participants by printing and distributing their appointment schedules promptly upon request.
• Lead emergency evacuations by coordinating emergency code paging and overseeing critical tasks to ensure the safety of all individuals and an efficient emergency response.
• Confirm appointments with provider offices and participants via phone, process appointment requests from providers, and make outbound calls to verify urgent external appointments.
• Prepare and distribute staff paychecks on a biweekly schedule and securely shred the remaining paystubs after 90 days to ensure compliance with privacy and confidentiality policies.
• Update participant profile pictures as needed and ensure accurate maintenance of participant information within the electronic health record (EHR) system.
• Manage incoming packages and coordinate with relevant departments to ensure timely pickup and delivery.
• Transmit essential documentation—such as approved authorizations and recent medication lists—to providers’ offices and hospitals via fax in a timely and accurate manner.
• Receive, review, and process participant bills and invoices for timely submission to the Claims department.
• Ability to pass PACE marketing exam within the first 60 days of employment.
• Maintaining knowledge and utilization of the current versions and future releases of application soft wares and documentation system.
• Identify and recommend processes to improve optimal guest services.
• Guest service representatives are expected to express information to individuals of groups effectively, clearly and accurately.
• Uphold HIPAA regulations at all times.
• Listen to others, attend to nonverbal cues, and responds appropriately.
• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff, board members
• Attend and participate in staff meetings, in-services, projects, and committees as assigned.
• Adhere to and support the center’s practices, procedures, and policies including assigned break times and attendance.
• Accept assigned duties in a cooperative manner; and perform all other related duties as assigned.
• Be flexible in schedule of hours worked.
• May require use of personal vehicle.

Knowledge, Skills and Abilities

• Proficient knowledge of computer skills. MS Office (Word, Excel, Access, PowerPoint, and Outlook).
• Knowledge of general office procedures, equipment and filing systems.
• Ability to communicate effectively, both orally and in writing.
• Ability to quickly learn department policies, procedures, goals, and services.
• Skill: Attention to detail and accuracy.
• Ability to change priorities regularly.

Working Conditions and Physical Demands

The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to access all areas of the center throughout the workday.
• Ability to lift a minimum of 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; required to obtain assistance from another employee when attempting to lift or transfer objects over 50 pounds.
• Requires constant hand grasp and finger dexterity; frequent sitting, standing, walking and repetitive leg and arm movements, occasional bending, reaching forward and overhead; squatting and kneeling.
• Ability to communicate verbally with an excellent comprehension of the English language.
• Work is generally performed in an indoor, well-lighted, well-ventilated, heated, and air-conditioned environment.

Experience

• Minimum of one (1) year of demonstrated successful experience in a customer service role.
• Minimum of one (1) year of documented experience working with a frail or elderly population.

Education and Certification

• At a minimum a High School Diploma or GED
• Is medically cleared for communicable diseases and has all immunizations up-to-date before engaging in direct participant contact.

Core Values

• CARE is central to what we do, prioritizing the well-being, dignity, and independence of our senior participants.
• COMPASSION in every interaction, ensuring kindness, empathy, and understanding guide our care.
• CULTURE that reflects the diverse backgrounds of those we serve and fosters a workplace where every team member feels supported, valued, and empowered to grow.
• COMMUNITY that fosters connection, belonging, and support for participants and their families.
• COMMITMENT to quality improvement, innovation, and delivering healthier outcomes.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.