Guest Services Representative

Wellpoint Care Network•Milwaukee, WI

7d•Onsite

About The Position

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. 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.

Requirements

HS diploma or equivalent required.
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.

Nice To Haves

Associate degree or some post-secondary education preferred.

Responsibilities

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).
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.
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.
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.