Guest Services Representative

1004 Lehigh Valley Hospital; Pennsylvania; On-site; USD 18,000 - 23,000; Full time

Job summary

Lehigh Valley Health Network in Allentown seeks a courteous Guest Services Associate to greet and direct visitors, assist with inquiries, and coordinate arrival and departures across hospital campuses.

The role requires a High School Diploma or GED, at least 1 year in customer service, proficiency with Microsoft Office, weekend/holiday availability, and a professional demeanor to support patient satisfaction.

Qualifications

• High School Diploma or GED required.
• 1 year of customer service experience.
• Must be 18 years old or older and proficient with Microsoft Office.
• Strong telephone etiquette and computer skills.

Responsibilities

• Greets, welcomes, and directs all guests in a professional, friendly manner.
• Handles inquiries to reduce anxiety and support patient satisfaction.
• Screens all visitors and patients upon entry to hospital locations.
• Follows infection control guidelines per CDC as directed.
• Assists patients and visitors to destinations, including wheelchair transport.
• Collaborates with colleagues to maintain guest services operations.
• Maintains neat reception area and follows standard phone etiquette.
• Responds to calls with professional phone etiquette.

Skills

Customer service

Telephone etiquette

Computer skills

Professionalism

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Summary

Assist all visitors and patients in a professional, friendly, and responsive manner when they arrive and depart the hospital campuses.

Handle all inquiries of patient and visitors as they arrive for appointments and visitation to the main lobby.

Able to use a computer to verify information provided by guests and ensure proper phone etiquette.

Providing support to patients and visitors to their destination, including escorting or transporting them in a wheelchair if necessary.

Weekend and holiday rotation required.

May be scheduled to work multiple locations in the Lehigh Valley.

Job Duties

• Greets, welcomes, and directs all guests in a professional, friendly, and responsive manner.


• Handles all transactions and inquiries with the goal of decreasing patient and visitor anxiety in order to support patient satisfaction.


• Screens all visitors and patients upon entry to all hospital locations.


• Follows all screening guidelines set by infection control as directed by the CDC guidelines.


• Ensures all patients and visitors arrive at their destinations including providing support by pushing them in a wheelchair of directing to internal transportation in golf carts.


• Collaborates with fellow colleagues and supports outpatient departments to maintain the operational needs of guest services in an efficient and problem free manner.


• Supports the network service priority by consistently exhibiting compassion and respect to all guests both in person and on the phone.


• Maintains a neat, clean uncluttered reception area free of food and personal items.


• Care for the appearance of lobby area.


• Ensures incoming phone calls are answered by following the standard phone etiquette.

Minimum Qualifications

• High School Diploma/GED


• 1 year experience in a customer service type industry


• Must be 18 years old or older


• Proficient in Microsoft Office programs


• Strong telephone etiquette and computer skills

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Equal Opportunity Employer

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Details

Work Shift: Day Shift

Address: 1200 S Cedar Crest Blvd

Primary Location: Lehigh Valley Hospital- Cedar Crest

Position Type: Onsite

Union: Not Applicable

Work Schedule: Sunday-Saturday, variable 8 hours shifts between hours of 5a-5p. Weekend, holiday and location rotation required.

Department: 1004-09160 COH - Guest Services

Company Overview

Lehigh Valley Health Network (LVHN) is the region's largest employer and health care provider of choice. Our nearly 20,000 health care professionals take pride in what they do and are driven by our mission to heal, comfort and care for the people of our community.

LVHN is honored to be certified as a Great Place to Work®. LVHN’s culture of trust - and the positive things colleagues said about working at LVHN when surveyed by Great Place to Work and Fortune - align perfectly with what makes a great workplace. This designation tells you that LVHN is a great place to work from hire to retire.

If you are someone who aligns with LVHN's core values - Compassion, Integrity, Collaboration and Excellence - you will have a rewarding and successful career here.

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