Receptionist

SUMMARY

• HOPE Community Services, Inc. believes that the Receptionist is one of the most crucial roles in the agency. They are often the first person a client may interact with over the phone or upon arriving to our agency. Therefore, this position is integral to shaping our client's first and continued impression of the organization. Professionalism, dependability, ability to articulate clearly, and employing good judgment are critical for this.
• The primary function of this position is to provide outstanding internal and external customer service for our agency. Additionally, the receptionist is responsible for greeting/directing clients, answering/directing incoming phone calls, scheduling appointments, and light administrative functions.

EOE Statement

At HOPE, our goal is to be a diverse workforce that is representative, at all job levels, of the community we serve. we embrace and encourage our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are proud to be an equal opportunity workplace and an affirmative action employer.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Adheres to agency policy and procedures, CARF and DMHSAS standards and criteria, federal and state confidentiality rules and regulations, and any special funding source requirements.
• Supports and promotes a service environment for individuals in need of behavioral health and/or co-occurring services that is recovery focused, welcoming, and attentive to the needs of individuals who may have experienced trauma in their lives. Attends annual core competencies training in relationship to individuals with co-occurring disorders or who have experienced trauma in their lives.
• Serves as the first point of contact for all visitors/consumers assuring that each one is greeted in a warm, friendly, and professional manner and assures they are directed to appropriate destination.
• Professionally answers and directs all incoming calls quickly and efficiently using multi-line telephone system. Maintains strong attention to detail to assure calls are routed appropriately.
• Verifies appointments for consumers by utilizing the electronic medical records system. (EMR)
• Demonstrates respect and regard for the dignity of all consumers, families, and visitors. Promotes and fosters effective working relationships with fellow team members.
• Ensures confidentiality is maintained related to sensitive consumer or agency information.
• Responsible for positive, clear, and direct communication, solution-focused mind set and commitment to upholding HOPE's mission statement.
• Answers inquiries related to services at HOPE, which includes the walk-in procedure and documentation requirements to potential clients.
• Reaches out to clients to provide appointment reminders in order to support designated staff and increase client engagement.
• Collects fees for services provided and issues receipt in accordance with established procedures.
• Ensures clients have a valid treatment plan and schedules accordingly.
• Performs light administrative functions and general office duties including but not limited to copying, filing, faxing, answering phones, inter-office mail distribution and data entry.
• Assures that the lobby is kept neat, clean, and orderly at all times.
• Follows the crisis tree model in handling crisis and emergency situations
• Provides back-up for other front desk/reception areas when needed. This includes other HOPE buildings and locations.
• Reimbursement for use of personal vehicle will be made in accordance with agency policy and procedures.
• May assist in training of other staff, as assigned.
• Performs other related duties, as assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain a positive, friendly attitude with a warm demeanor at all times.
• Dependability - being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation - being pleasant with others on the job and displaying a good-natured, cooperative attitude.

EDUCATION and/or EXPERIENCE

High school diploma or GED and two years related experience and/or specialized training

CERTIFICATES, LICENSES, REGISTRATIONS

• May be required to obtain and maintain CPR and First Aid certification.
• Valid driver's license

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES

• Culturally competent and sensitive to clients individualized treatment needs
• Ability to work in a fast-paced, high volume environment
• Ability to prioritize and multitask while maintain strong attention to detail and strong organizational skills
• Basic computer knowledge and ability to work efficiently in Electronic Medical Records (EMR)
• Ability to maintain effective and organized systems to ensure timely client flow
• Exceptional customer service and phone etiquette
• Ability to establish and maintain effective working relationships with internal staff and management
• Ability to interact to persons with severe mental illness in a positive, helpful, and respectful, and courteous manner.
• Ability to resolve and assist with client altercations and crisis episodes
• Maintain professional appearance and personal conduct at all times
• Strong organizational and interpersonal skills

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually high with frequent interruptions.