Compassionate Patient Screening & Front‑Desk Customer Service Representative – Hospital Lobby & Visitor Services

About arenaflex

arenaflex is a premier academic health system renowned for delivering cutting‑edge patient care, pioneering research, and world‑class medical education. With a legacy of excellence that spans more than a century, arenaflex serves a diverse community that includes local residents, patients from Latin America, and visitors from the Caribbean. Our mission is to create a welcoming, safe, and compassionate environment for every patient, family member, and guest who walks through our doors. As a leader in the healthcare industry, arenaflex continuously invests in innovative technologies, professional development, and a culture that values empathy, integrity, and teamwork.

Role Overview

arenaflex is seeking a full‑time Patient Screening and Customer Service Representative to join the Patient Experience department on the arenaflex campus. In this pivotal front‑line role, you will be the first point of contact for patients, families, and visitors, setting the tone for a positive, respectful, and efficient experience. Your responsibilities will include creating and managing ID badges, providing directions, assisting with parking validation, and offering compassionate support to individuals with diverse needs. This position demands a friendly, empathetic, and highly organized professional who thrives in a fast‑paced, patient‑focused environment.

Key Responsibilities

• First‑Impression Management: Greet patients, families, and visitors with a warm, professional demeanor, ensuring they feel valued from the moment they enter the lobby.
• Badge Creation & Fast Pass Enrollment: Issue ID badges for all patients, family members, and visitors; create online profiles to streamline future visits through the Fast Pass system.
• Information & Wayfinding: Provide accurate directions to departments, clinics, and ancillary services; assist with navigation of the hospital campus.
• Parking Validation & Assistance: Verify appointments in EPIC, validate parking permits, and guide guests to appropriate parking areas.
• Safety & Security Coordination: Work closely with Public Safety to identify and manage individuals who are not authorized to be on the premises, following established protocols.
• Accessibility Support: Escort patients or family members when needed; assist with wheelchair transportation and other accommodations for differently‑abled guests.
• HIPAA Compliance: Access patient information only as required for badge issuance; maintain strict confidentiality and secure handling of all records.
• Team Collaboration: Partner with nursing staff, administrative teams, and security personnel to ensure seamless patient flow and satisfaction.
• Environment Maintenance: Keep the lobby area clean, organized, and compliant with health‑safety standards; present a professional appearance at all times.
• Shift Flexibility: Cover evening and weekend shifts as needed to provide continuous support for the arenaxflex community.

Core Qualifications

• High school diploma or equivalent (GED acceptable).
• Prior experience in a customer‑service or front‑desk role is highly desirable.
• Proficiency in English; multilingual abilities—especially Spanish—are strongly preferred.
• Demonstrated ability to remain calm, empathetic, and professional in a fast‑moving environment.
• Excellent verbal communication skills with a clear, courteous speaking style.
• Strong organizational and multitasking abilities, with effective time‑management techniques.
• Commitment to upholding patient privacy and adhering to HIPAA regulations.
• Physical ability to assist with patient escorting and occasional wheelchair transport.

Preferred Qualifications & Additional Skills

• Experience using electronic health record systems, particularly EPIC.
• Familiarity with badge‑issuing software or similar visitor‑management platforms.
• Customer‑service certifications (e.g., Certified Customer Service Professional) or related training.
• Demonstrated cultural competence and sensitivity to diverse patient populations.
• Basic knowledge of infection‑control practices and flu‑vaccination policies.
• Ability to work collaboratively across interdisciplinary teams.

Core Skills & Competencies

• Empathy & Compassion: Ability to understand and respond to the emotional needs of patients and families.
• Active Listening: Carefully hear and interpret requests, concerns, and feedback to provide tailored assistance.
• Problem‑Solving: Quickly identify obstacles and propose practical solutions to enhance the visitor experience.
• Attention to Detail: Accurate badge creation, data entry, and documentation to prevent errors.
• Professional Presence: Maintain a polished appearance and demeanor that reflects arenaflex’s standards.
• Team Orientation: Work cooperatively with colleagues, sharing information and supporting shared goals.
• Adaptability: Adjust to changing priorities, high‑volume periods, and unexpected situations with poise.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and mission‑driven workplace where every employee is encouraged to bring their authentic self to work. Our lobby teams are part of a larger network of professionals dedicated to patient‑centered care. You will find a supportive atmosphere that values continuous learning, celebrates diversity, and recognizes the impact of each interaction on the overall patient journey.

Key cultural highlights include:

• Regular team huddles that promote open communication and shared learning.
• Recognition programs that celebrate outstanding service and compassionate care.
• Opportunities to participate in community outreach and health‑education events.
• A commitment to employee well‑being through wellness programs, flexible scheduling, and mental‑health resources.

Career Development & Learning Opportunities

arenaflex invests heavily in the professional growth of its staff. As a Patient Screening & Customer Service Representative, you will have access to:

• On‑the‑job training covering EPIC navigation, badge‑issuance technology, and privacy compliance.
• Mentorship from senior patient‑experience leaders and clinical staff.
• Continuing education courses, including certifications in customer service excellence and healthcare communication.
• Pathways to advance into supervisory, operations, or specialized patient‑services roles within the arenaflex system.
• Participation in interdisciplinary projects that influence hospital policies and improve patient flow.

Compensation, Perks & Benefits

arenaflex offers a competitive salary aligned with the H2 pay grade, along with a comprehensive benefits package designed to support you and your family. Benefits typically include:

• Medical, dental, and vision coverage with multiple plan options.
• Generous paid time off, holidays, and sick leave.
• Retirement savings plans with employer matching contributions.
• Tuition remission for continued education and professional development.
• Employee assistance programs, wellness initiatives, and on‑site fitness facilities.
• Discounted or complimentary access to arenaflex health services for you and eligible dependents.

During flu season (September through April), all employees who provide direct services to patients are required to receive an annual influenza vaccination, in accordance with arenaflex’s patient‑safety policy. Exemptions are considered only for valid medical or religious reasons.

How to Apply

If you are ready to become the welcoming face of arenaflex and make a meaningful difference in the lives of patients and their families, we encourage you to submit your application today. Current arenaflex staff members can log in to Workday and use the internal application process. External candidates should click the link below to begin the online application.

Apply Now – Join arenaflex!

Equal Opportunity Statement

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Women, minorities, protected veterans, and individuals with disabilities are encouraged to apply. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law.

Join the arenaflex Family

By becoming a Patient Screening & Customer Service Representative at arenaflex, you will play a vital role in shaping the first impression of our world‑class health system. Your dedication to compassion, professionalism, and service will help us uphold our reputation for excellence and ensure that every visitor feels respected, safe, and cared for. We look forward to welcoming you to our dynamic team.