Guest Services Representative

Job Description

Job Description

At Wellpoint Care Network, our mission is to facilitate equity, learning, healing, and wellness by restoring the connections that help children and families thrive.

Every person deserves the opportunity to reach their fullest potential. It’s part of human nature, and the promise of our country, that everyone be given a fair chance to be and do their best. Yet, many in our community live with unresolved childhood and generational trauma. 

That’s where we come in. We believe we can create a world where children and families have a clearer path to their fullest potential. Wellpoint Care Network has championed the restoration of families for nearly 175 years.

* Monday through Friday - 11:00 am to 7:30 pm. *

•The reception station is staffed from 8:00 am to 7:00 pm and GSRs will work together as a team to ensure continuous coverage and to meet peak demands.

•Incumbent will occasionally need to be available for overtime and/or provide flexibility during office hours to accommodate special events, peak demand, or staff shortages.

Job Purpose: 

Our next Guest Services Representative  will be responsible for providing the first point of contact for individuals entering the Wellpoint Care Network campus. The GSR coordinates front desk operations and provides administrative support to the CEO’s office by greeting visitors, answering phone calls, managing appointments, handling mail, and performing basic administrative tasks, ensuring a professional and welcoming atmosphere for all who enter the building.

 

Qualifications: 

• HS diploma or equivalent required.
• Associate degree or some post-secondary education preferred.
• Physical exam, drug screen, motor vehicle report, and background checks are required for this position.
• A valid Wisconsin Driver’s License not required but must have reliable transportation to and from the main office location.
• Must be able to perform the following functions: read, write, lift, walk, stand, sit, reach over shoulder and head, push and pull, repetitive bending and stooping, repetitive finger and wrist motion, repetitive use of arms, and ability to respond to telephones and other auditory stimulation.
• The employee must lift and/or move up to 30 pounds.
• Exhibits a high degree of professionalism in all aspects of practice; adheres to Agency’s code of conduct and expectations, policies, and safety standards. 
• Ability to remain calm and professional when serving dysregulated or upset customers in person and over the phone.
• Knowledge of general office and customer service procedures.
• Maintains confidentiality and adheres to all HIPPA requirements.
• Continually seeks to improve the operation and process of the front desk area to increase efficiency and cost effectiveness.
• Understanding of customer service best practices and the ability to incorporate them into operations.
• Proficient in the usage of computer software; demonstrate an understanding of computer file systems and computer software packages, e.g., Microsoft Office, Excel, Outlook, Teams, ADP, etc.
• Must be honest, dependable and able to meet deadlines; Self-motivated and able to work independently.

Duties:

 

Reception – Customer Service 

• Customer Relations/First Contact/Front Line Representation of the Agency and first opportunity for visitors and clients to feel welcomed, safe and their needs attended to.
• Maintain professionalism at all times through verbal communication, manner and attire.
• Provide positive support, wayfinding, and communication to visitors and staff.
• Answer telephone in an articulate, courteous, and friendly manner, expressing a greeting to the caller and identifying the Agency.
• Assist visitors, callers, or staff in any way possible, by locating and routing calls to designated personnel within the Agency.
• Follow protocol regarding client communications while maintaining confidentiality of all departments/client communications.
• Utilizes the Cortex to keep abreast of news and events within Wellpoint and updates the Frequent Calls List as appropriate.
• Evaluate conference rooms and other shared workspaces at the end of the workday to identify special attention needed by housekeeping.
• Maintain documents and items left for client or staff pick-up.
• Maintain lobby area in a clean, neat, and organized fashion (coffee, water and snack stations stocked and organized).

Reception – Operations

• Maintain and monitor Stamps.com account and provide staff with pre-paid self-address stamped envelopes. Prepare Certified Mailings when needed.
• Ensure outgoing mail has been sorted according to protocol.
• Distribute incoming mail in appropriate mailboxes.
• Arrange for UPS and Federal Express pickups when needed.
• Assist with vendors and building service staff requests or access needs.
• Ensure mailboxes are updated with staff changes.
• Ensure incoming faxes are appropriately distributed to designated staff via email. 

Guest Services Rep Other Support

• Manage and maintain daily itinerary. 
• Manage Wellpoint Care Network employee parking permits.
• Maintain the employee van log. 
• Provide Administrative Support to CEO’s office and program support as needed. 
• Coordinate staff hospitality processes including, but not limited to, ordering catered lunches, ordering flowers, issuing condolences, and generating birthday and anniversary recognition materials. 
• Maintain and supply shared conference rooms with hospitality supplies as needed.

Agency Engagement

• All employees will be evaluated on their demonstration of a consistent commitment to the Agency’s Seven Essential Ingredients and engagement in the strategic initiatives of the organization. This will be measured by their active participation in committees and workgroups, and by their communication and practice within their daily work and in the community.
• Participates in assigned meetings, events and learning as required.
• Other duties as assigned including serving in a coverage role for other department members.

Position Details & Extras:

• Full time.
• Moderate exposure to noise.

Organizational Information: 

 

At Wellpoint Care Network, we have seen exactly how trauma, poverty, systemic racism, social injustices, and other barriers create instability in all areas of life. The people in our care face education and health disparities, high unemployment rates, and unaffordable housing. What’s worse, many have lost connections to resources, family, friends, and other support systems. We have seen the toll it has on a person’s physical, emotional, and financial well-being to try and successfully navigate complex systems that may have failed them in the past.

We believe there is a better way. So, we have anchored ourselves in our 170 years of caring for our neighbors through modernized human services.

Wellpoint Care Network provides a rich continuum of services, including:

• Child Welfare and Foster Care 

• Support for youth who have aged out of care

• Care Coordination and Wraparound services 

• Mental health therapy and supports such as our Clinic, Family Preservation, Caregiver Support, and Integrated Community Treatment

• Professional education and clinical consultation (for organizations, schools, and individual/family) 

Wellpoint Care also works to promote a diverse and caregiving environment to ensure that those we serve and employ are valued, accepted, respected, and treated equitably.

• Equity means we work tirelessly toward fair and just treatment, systems, and policies. At Wellpoint Care Network, we believe that we are accountable – individually and collectively – when inequity or injustice replaces equity and inclusion. 

• Inclusivity means that we consciously build groups that welcome and celebrate differences in age, race, ethnicity, class, gender, sexual orientation, religion, gender expression, education, socio-economic background, personal history, geographical location, marital status, parental status, and work experiences. 

Interested parties please apply online. We are committed to enhancing diversity, equity and inclusion and strongly encourage minority candidates to apply. For more information, visit our website

Equal Opportunity Employer