Lead Guest Services Representative

Lehigh Valley Health Network•East Stroudsburg, PA

11d•Onsite

About The Position

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary Supports the daily activities of the welcome desk workflows at multiple locations. In collaboration with the manager, the Team Lead prioritizes the workflow and acts as a resource to coach and assist the guest service representatives so they can provide the highest level of compassion and service while consistently providing a warm welcome and fond farewell for all patients and visitors.

Requirements

High School Diploma/GED
3 years working in a face to face customer service role, such as hotel reception, front office receptionist or guest service representative.
Ability to multi-task and handle interruptions with ease.
Must be skilled in time management and able to meet deadlines.
Able to work independently and with confidence to make decisions.
Excellent communication skills, both written and verbal.
Must be able to efficiently convey accurate information to a team.
Ability to professionally collaborate with all levels of the organization and all members of the community we serve.

Nice To Haves

Associate’s Degree
Business/healthcare courses or specialty degree
Experience with training and new hire onboarding
Familiar with Microsoft applications.

Responsibilities

Serves as a resource for policy and service standards awareness, schedule accuracy, new hire on-boarding, rolling out any new guest service training opportunities, inventories and ordering.
Supports the daily activities of the welcome desk workflows at multiple locations following guest service standards.
Team Leader continues to daily perform the role of guest service representative, follow all set policies and standards.
In collaboration with the manager, prioritizes the workflow and acts as a resource to guest service representatives while working together to maintain interpersonal relationships with other units and outpatient services
Oversees and handles all scheduling conflicts in a timely manner to ensure uninterrupted operations at respective locations.
Provide back up scheduling support on evenings, weekends, winter weather and holidays.
Reviews and maintains the schedule for respective locations in conjunction with the manager.
Keeps manager informed of any and all unexpected or difficult situations needing immediate attention.
Handles service recovery on the spot and escalates to the proper leadership level to ensure visitor satisfaction.
Regular meetings with manger and other team leaders to develop ways to improve the operation and consistently look for ways to raise the bar for colleague/patient/visitor experience.
Participates in hiring decisions for open position as requested.
Role models behaviors for high service level expectations for department.