Guest Services Representative

Innovative Integrated Health; Fresno (CA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

401(k)

Health insurance

Health savings account

Flexible spending account

Life insurance

Paid time off

Paid sick time

Vision insurance

Dental insurance

Employee discount

Referral program

Job summary

Innovative Integrated Health is seeking a Guest Services Representative to provide confidential, high-quality front-desk support in a senior-care setting. You will manage calls, coordinate lobby flow, assist with appointment scheduling, and ensure accurate records within the EHR system.

The role requires strong communication, organizational skills, and the ability to handle multiple priorities in a fast-paced environment while maintaining privacy and HIPAA compliance.

Qualifications

• Proficient knowledge of computer skills and MS Office (Word, Excel, Access, PowerPoint, 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.
• Attention to detail and accuracy.
• Ability to change priorities regularly.

Responsibilities

• Professionally manage a high volume of incoming guest calls, addressing inquiries and directing to appropriate department.
• Oversee lobby operations, manage guest flow, process first-time visitor waivers, monitor badge usage, and check-ins in the EHR system.
• Maintain rosters, attendance, badges, and related records to support operations and emergencies.
• Receive, document, and dispense eyeglasses with signatures and inventory tracking.
• Assist participants by printing and distributing appointment schedules promptly upon request.
• Lead emergency evacuations and coordinate emergency code paging for safety.

Skills

Communication

Organization

Attention to detail

Multitasking

Interpersonal skills

Verbal communication

Education

High School Diploma or GED

Tools

MS Office

Job description

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

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

• 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 bi‑weekly schedule and securely shred the remaining pay‑stubs 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 respond 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.

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.

Working Conditions and Physical Demands

• 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.

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.