Guest Services Representative

Guest Services Representative

Alhambra, CA

About Seen Health

At Seen Health, we are revolutionizing the way senior care is delivered through the PACE (Programs of All-Inclusive Care for the Elderly) model. Backed by top VCs, Seen Health is a culturally-focused, technology-enabled healthcare organization that integrates comprehensive medical care and social support with a high-touch, interdisciplinary approach.

Our mission is to empower seniors to age-in-place with dignity and provide their families peace of mind. We are building upon a proven Home and community based services model to create a culturally-competent and scalable PACE program. We are also building a comprehensive operating system focused on data and workflows that span across systems, processes, people, and care contexts. We want to empower our clinicians and staff with tools that deliver relevant data at the time and site of care and enable them to deliver exceptional care to our participants, which improve clinical outcomes, participant & provider satisfaction, and ultimately our strength as an organization.

We are a mission-driven, multidisciplinary team with deep healthcare, technology, and operations expertise, each inspired by our own personal stories of caring for seniors in our lives. Our name, Seen Health, was chosen to reflect our commitment to provide the highest standard of care to underserved older adults while respecting and incorporating their individual beliefs, heritage, and values, so that they can truly be seen.

About the Role

The Guest Services Representative performs a variety of clerical functions pivotal to the efficient management of the center. This role is primarily responsible for managing incoming calls, greeting and checking in all visitors, as well as providing administrative support and maintaining clear communication and collaboration with the interdisciplinary team (IDT) and center staff.

Location: Alhambra, CA

Status: Full-time

Responsibilities

• Greet and screen all incoming visitors and direct them appropriately based on nature of visit; greet participants when they arrive and ensure they are seen by appropriate staff and directed to the appropriate program
• Schedule and track daily attendance (check in and check process) in the Electronic Health Record System.
• In support of safety and compliance with Life Safety standards, ensure that visitors sign in and out of the logbook or system and have appropriate ID name tags on.
• Answer and screen all main phone line incoming telephone calls, engage the language line (interpreter services) as-needed, and direct all calls to the appropriate team; provide accurate program and services information; monitor the main phone voicemail account and return or direct messages appropriately.
• Demonstrate knowledge of and uphold established policies and procedures, objectives, quality improvement program, safety and regulatory standards.
• Print and replace monthly participant roster and medical facesheet for Emergency Preparedness Plan.
• Provide excellent customer service in pursuit of the best Participant Experience.
• Provide appropriate program and service information to program participants and advocate for them to ensure they are receiving attention timely.
• Communicate regularly with the Center Director and support staff to provide feedback on center functioning, report inefficiencies, and propose strategies to improve workflows and processes that serve team members and participants.
• Organize mail and other packages; inform the appropriate person/distribute accordingly.
• Assist center staff & IDT members with administrative tasks as requested, including but not limited to assisting kitchen team with portable meal labeling on bags, assisting clinic staff with paperwork from providers, and assisting transportation with coordinating schedules.
• Coordinates procurement of office supplies.
• Lock entry and/or fire exit upon closing; in coordination with program staff and security team, share responsibility for security of all entrances and exits to building.
• May be responsible to support troubleshooting of on-call administrators and Medical Doctors (MDs).
• Assists Facilities & Safety Manager with coordination and execution of safety drills and facility maintenance.
• Performs other duties as assigned.

Qualifications

• High School graduate or equivalent required.
• Minimum of two (2) years of work experience in a customer-facing administrative role (i.e. walk-in customer service, reception).
• Minimum one (1) year experience working with the frail or elderly in a volunteer or professional capacity.
• Experience and excitement to work with a diverse population of colleagues and participants.
• Excellent interpersonal skills, including ability to communicate in a professional and warm manner and provide clear and accurate verbal and written communications.
• Thrive in a busy, engaging environment with multiple interruptions and varied types of work.
• Highly organized, able to prioritize tasks and conduct thorough follow-up.
• Computer proficient with experience in Microsoft Office Suite, scheduling systems, and other relevant office technology.
• Familiarity and moderate technical understanding of office equipment; ability to troubleshoot and report issues to servicers, as needed.
• Experience working with dementia population, preferred.
• Experience with electronic health record system preferred.
• Experience working within the framework of an interdisciplinary team preferred.
• Trilingual: Cantonese/Mandarin/English required.

Salary and Benefits

1. Pay Rate: $19.23 to $25.00/hr
2. Equity: included as part of founding team package
3. Benefits: Seen Health is proud to offer a robust benefits offering for our employees. In addition to traditional healthcare coverage, we also offer additional benefits to help further your wellness and feeling of being part of the team.
• Medical, Dental, and Vision benefits for you and your family
• Life Insurance and Disability Benefits
• Parental and Caregiver Leave
• Lunch, as well as delicious snacks and coffee to keep you energized
• Paid Time Off across holidays, vacation time, personal days, and sick days
• 401k Plan
• Personal and professional development, including CME support and career growth opportunities
• Subscriptions and training on using AI tools including ChatGPT

Seen Health does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, gender identity, pregnancy, national origin, age, disability, creed, ancestry, genetic information, marital status, sexual orientation/identity, transgender status, military or veteran status, or any other characteristic protected by federal, state, or local law. This prohibition includes unlawful harassment based on any of these protected classifications.