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 partic…