Guest Services Representative

About the role

PACE by IIH empowers senior participants to age at home with dignity through personalized, comprehensive care plans, high-quality health and human services, and strong community support. The interdisciplinary, participant-centered model improves quality of life, promotes independence, and delivers compassionate, tailored care so seniors can remain safely and comfortably at home. The Guest Services Representative plays a visible role in maintaining smooth operations, safeguarding participant information, and ensuring seamless service delivery.

Responsibilities

• Manage a high volume of incoming guest calls, promptly addressing inquiries and directing to the appropriate department or team member.
• Oversee lobby operations: control guest flow, process liability waivers for first-time visitors, monitor badge usage and third-party check-ins, and ensure accurate patient check-in and check-out via the electronic health record (EHR) system.
• Maintain an up-to-date roster of day center participants and update fire drill lane assignments monthly.
• Track participant attendance, day center badges, diet stickers, daily parking validation usage, and coordinate replenishment with ACE Parking.
• Receive, document, dispense, and inventory eyeglasses, obtaining required signatures and updating tracking in Microsoft Excel.
• Collaborate with Medical Records to process participant medical record requests, printing, distributing, signing, and scanning documentation per organizational protocols.
• Print and distribute participant appointment schedules upon request.
• Lead emergency evacuations by coordinating emergency code paging and critical safety tasks.
• Confirm appointments with provider offices and participants by phone; process appointment requests from providers and make outbound verification calls.
• Prepare and distribute biweekly staff paychecks; securely shred paystubs after 90 days.
• Update participant profile pictures and maintain accurate participant information in the EHR system.
• Manage incoming packages and coordinate timely pickup and delivery with relevant departments.
• Transmit essential documentation (authorizations, medication lists) to providers’ offices and hospitals via fax.
• Receive, review, and process participant bills and invoices for timely submission to the Claims department.
• Pass the PACE marketing exam within the first 60 days of employment.
• Maintain knowledge of current and future software releases and documentation systems; recommend process improvements for optimal guest services.
• Communicate information clearly and accurately to individuals or groups; uphold HIPAA regulations at all times.
• Listen attentively, attend to nonverbal cues, and respond appropriately.
• Demonstrate strong organizational skills to prioritize multiple tasks with excellent attention to detail.
• Build positive relationships with stakeholders including staff and board members.
• Attend staff meetings, in-services, projects, and committees as assigned; adhere to center practices, procedures, and policies including break times and attendance.
• Accept assigned duties cooperatively and perform other related duties as assigned; maintain schedule flexibility; may require use of personal vehicle.

Qualifications

• 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.
• Bilingual Spanish/Hmong/Lao/Khmer preferred.
• High School Diploma or GED.
• Medically cleared for communicable diseases with all immunizations up to date before direct participant contact.

Knowledge, Skills and Abilities

• Proficient computer skills; MS Office (Word, Excel, Access, PowerPoint, Outlook).
• Knowledge of general office procedures, equipment, and filing systems.
• Effective oral and written communication.
• Ability to quickly learn department policies, procedures, goals, and services.
• Strong attention to detail and accuracy.
• Ability to adapt to changing priorities.

Working Conditions and Physical Demands

• Access all areas of the center throughout the workday.
• Lift a minimum of 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; seek assistance for objects over 50 pounds.
• 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.
• Excellent verbal comprehension of English.
• Indoor, well-lighted, well-ventilated, heated, and air-conditioned environment.

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