General Statement of Duties:
Performs a variety of moderately complex receptionist and clerical tasks. This position is directly responsible to the Clerical Services Manager. The person in this position must exercise discretion and independent judgment in comprehending, responding to and coordinating compliance with complex administrative, technical, and regulatory requirements. The position requires excellent telephone and interpersonal skills. The person in this position maintains a highly visible role in greeting clients and the general public and handles a variety of clerical duties in support of agency Administrative and Clinical staff, requiring the making of responsible decisions in accordance with established policies. Considerable judgment and appropriate actions in dealing with staff and clients and the general public is required, including monitoring for suspicious or inappropriate behavior and taking appropriate action. Must be able to work independently and maintain a high level of confidentiality.
This position is classified non-exempt under the provisions of the Fair Labor Standards Act.
Major Essential Functions:
Job duties will evolve and may change based on agency demands.
Provides excellent customer service to clients, staff, and visitors, both internal and external; and front desk coverage and support; displays a positive attitude and projects a welcoming, professional image;
Performs receptionist duties – greeting clients, general public and telephone callers, directing them to proper person or area, and generally managing front desk traffic flow; Provides switchboard coverage/backup;
Checks in clients, verifies/updates client information, collects payments/fees, distributes forms;
Performs, coordinates, and maintains scheduling in electronic health record for CSB Clinical staff;
Provides clerical support for administrative staff;
Performs data entry functions;
Assists with daily appointment reminder calls, collect call/follow-up data;
Assists in a wide range of general duties, e.g. copying, mail processing, etc.;
Maintains effective relationships with co-workers and clients based on courtesy, compassion and respect;
Makes effective use of available technology, including computers, e-mail, and voicemail in order to enhance customer service;
Performs other duties and special projects as assigned, consistent with established policies and procedures.
Required Knowledge, Skills, and Abilities:
Exceptional customer service skills; ability to operate multiline telephone system; excellent keyboarding and data entry skills with high degree of accuracy; proficiency in working with an electronic health record, including appointment scheduling; demonstrated ability to communicate effectively with customers, both in person and on the telephone, and interact positively with staff, clients, and general public; thorough knowledge of office procedures and equipment, business arithmetic and English; ability to understand and follow complex oral and written instructions; excellent communication and interpersonal skills; ability to work as a team member, within the department and within the agency; ability to use good judgment, exercise tact, and be courteous under sometimes difficult conditions; dependability; flexibility; attention to detail and pro-active identification of potential risk; good organizational skills; ability to handle multiple priorities; ability to work independently; ability to make decisions and initiate action based on established policies and procedures; ability to maintain confidentiality; knowledge of confidentiality standards and laws; ability to seek and use supervision appropriately. General knowledge of the behavioral health field and professional terminology is desired.
Minimum Education and Experience:
Completion of high school, preferably supplemented by college or business school courses; plus two years of progressively responsible experience in administrative/clerical support work, including multi-line phone systems; OR any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Equipment: Multi-line telephone system, PC, designated software, calculator, copy machine, fax machine, printer, postage meter, and document scanner.
Work Environment: General office environment with normal lighting levels, temperature ranges, air quality, ventilation, and noise levels.
Work Location: 1241 North Main Street.
Work Hazards: Standard hazard associated with repetitive motion necessary for data entry/keyboarding; standard hazard associated with human services environment.
Work Schedule: Monday through Friday, regular office hours; occasional evening hours as scheduled; additional hours as needed to perform job requirements. Regular attendance is required.