Guest Services Representative
Lehigh Valley Health Network
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 patients 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. Provide 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 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 patients 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. Provide 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 or 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. Cares 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.
Requirements
- 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
Company overview
Lehigh Valley Health Network (LVHN) is a major healthcare provider and hospital network based in Allentown, Pennsylvania, serving the Lehigh Valley and Northeastern Pennsylvania regions. Founded in 1899, LVHN operates as a comprehensive healthcare system with 13 hospital campuses, 28 health centers, numerous primary and specialty care physician practices, and multiple urgent care locations. The network's flagship facility, Lehigh Valley Hospital-Cedar Crest, is Pennsylvania's third-largest hospital and features the state's first Level One Trauma Center. LVHN provides a wide range of medical services including specialized institutes for cancer care, heart and vascular treatment, surgical excellence, orthopedics, and neuroscience. The network operates the third-largest heart surgery program in Pennsylvania, performing over 1,200 open-heart procedures annually, and maintains one of the state's largest cancer centers treating over 2,400 new patients each year. In August 2024, LVHN completed a merger with Jefferson Health, becoming part of a larger healthcare system with 32 hospitals and over 700 locations across Pennsylvania. Prior to the merger, LVHN was the largest employer in the Lehigh Valley metropolitan region, with approximately 20,000 employees dedicated to providing comprehensive healthcare services to the community.