Guest Service Representative

Description

 Who We Are

Innovative Integrated Health (IIH) is a mission-driven healthcare organization dedicated to helping frail, underserved, and multiethnic seniors live safely and independently at home with dignity. Through the Program of All-Inclusive Care for the Elderly (PACE) model of care, we deliver high-quality, personalized healthcare and supportive services that improve quality of life across the communities we serve.At IIH, our work is rooted in compassion, cultural understanding, and deep respect for those in our care. Team members play a vital role in supporting seniors throughout Central and Southern California—delivering care that’s not only clinically excellent, but also personal, coordinated, and community-based. When you join IIH, you become part of a team committed to making a real difference in the lives of older adults—every single day.

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:

• Strong communication, process, and project management skills; and must be able to effectively collaborate and influence all levels of management. 
• Ability to work across organizational boundaries, bringing together people with diverse perspectives and experiences to identify tactical issues and emerging areas of concern to find solutions. 
• Demonstrate a strong passion for and a strong record of delivering high-quality results, and a desire to be part of a strong and supportive team
• Provide sound guidance to management on process (including technical) issues
• Demonstrate highly professional demeanor; meet the highest standards of integrity
• Highly collaborative with demonstrated ability to work in a global setting across a variety of cultures and styles
• Ensure the daily activities and administrative functions of the front desk are completed in a sensitive, highly visible and dynamic environment, requiring management of multiple and rapidly changing priorities.
• 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 or groups effectively and accurately.
• Take into account the audience and nature of the information (for example, technical, sensitive, controversial), uphold HIPAA regulations at all times.
• Make clear and convincing oral presentations.
• Listen to others, attend to nonverbal cues, and responds appropriately.
• Proper phone etiquette, greeting of participants and visitors, and monitor the flow of reception area. 
• 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

Requirements

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