Patient and Guest Services Representative

Agrace•Madison, WI

12d•Hybrid

About The Position

The Patient & Guest Services Representative works as part of a collaborative team to provide reception and customer service support to patients, families, guests, staff, and other internal and external customers of Agrace. Agrace is a nationally recognized nonprofit leader in hospice and palliative care, serving people across southern Wisconsin who are aging, seriously ill or grieving. Agrace is committed to providing meaningful, patient-centered care and fostering a culture of belonging.

Requirements

High school diploma or GED or equivalent combination of education and work experience.
At least one year customer service experience in a health care setting preferred.
Intermediate skill level with Microsoft Office Suite and ability to manage multiple programs and screens at once.
Ability to work effectively and cooperatively with others and communicate effectively verbally and in writing.
Experience learning and effectively using industry-specific software and multi-line phone systems.
Ability to be flexible in time and task to meet organizational needs.
Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
Ability to work at various Agrace locations.
Ability to use proper body mechanics and standard precautions.

Responsibilities

Performs reception duties: Answers multi-line phone system and processes calls according to protocol.
Greets internal and external customers in a timely and friendly manner, notifying appropriate party of arrival and escorting parties as needed to various locations in the building.
Coordinates with other staff and volunteers to ensure consistent phone and desk coverage.
Processes incoming and outgoing correspondence: Distributes incoming mail according to protocol.
Prepares outgoing mail, including postage and ensuring delivery as needed.
Maintains postage equipment and ensures enough postage funds, ink, etc. are available.
Coordinates daily bank deposits: Prepares daily bank deposit of monies received according to protocol.
Copies, collates, and distributes documentation of monies to appropriate parties.
Delivers cash bank bag to the designated location per established schedule.
Carries out administrative support and participates in special projects: Carries out daily tasks for designated departments according to supervisor instruction.
Assists staff/departments with periodic requests for administrative or project support.
Assists with coordination of room reservations and technology setup in the Janesville facility.
Participates in internal work groups, meetings, and committees relative to position responsibilities.
Reports concerns and recommendations to supervisor regarding assigned projects and identifies opportunities for improvement in systems and processes.
Communicates positively and proactively with staff and volunteers to ensure a high level of customer services is met.
Completes mandatory educational requirements.