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 maintains a highly visible role in greeting clients and the general public and handles a variety of clerical duties in support of agency Medical/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. The person in this position must be able to work independently and maintain client confidentiality.
This position is classified non-exempt under the provisions of the Fair Labor Standards Act.
Major Duties and Responsibilities:
Provides excellent customer service to consumers, staff, and visitors, and front desk coverage and support; displays a positive attitude and projects a welcoming, professional image;
Performs receptionist duties – greeting consumers, general public, and telephone callers, directing them to proper person or area, and generally manages front desk traffic flow;
Checks in clients, verifies/updates client information, distributes exit tickets/other forms; assists with collecting fees;
Performs, coordinates, and maintains scheduling in electronic health record for Medical and Outpatient staff to promote productivity and to respond to emergencies and special needs;
Performs scanning/filing, working in collaboration with teammates;
Assists with daily appointment reminder calls; collects call/follow-up data;
Assists with medical records; requests for information and subpoenas;
Assists with routine tasks (building opening/closing, building maintenance, supplies, mail distribution, copying, etc.);
Assists with backup coverage at any of the reception desks;
Makes effective use of available technology, including computers, e-mail, and voice mail in order to enhance customer service;
Maintains effective relationships with co-workers and customers based on courtesy, compassion, and respect.
Performs other duties as assigned, consistent with established policy and procedures.
Required Knowledge, Skills, and Abilities:
Exceptional customer services skills; strong computer/EHR skills; ability to operate multi-line telephone system; thorough knowledge of office procedures and equipment, business arithmetic and English; demonstrated ability to communicate effectively with customers, both in person and on the telephone; excellent keyboarding and data entry skills with high degree of accuracy; ability to understand and follow oral and written directions; excellent communication and interpersonal skills; must be a team player; good judgment, flexibility, tact; dependability; 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 the 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; OR any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Equipment: Multi-line telephone system, PC, designated software, copy machine, fax machine, postage meter.
Work Environment: General office environment with normal lighting levels, temperature ranges, air quality, ventilation and noise levels.
Work Location: 463 East Washington Street
Work Hazards: Some hazard associated with repetitive motion necessary for keyboarding; also with lifting/storing/retrieving records and supplies; minimal hazards associated with a human services environment.
Work Schedule: Monday through Friday, regular office hours; some evening hours as scheduled; additional hours as needed to perform job requirements. Regular attendance is required.
HIPAA Access Level 3: Read-only access to protected health information (PHI), limited to minimum necessary, and full read/write access to demographic and financial information, limited to the minimum necessary, for all clients as part of staff provision of support services in agency health care operations. Staff at Level 3 are allowed to seek out client PHI as necessary to perform assigned duties, but are expected to exercise due precautions to avoid exposure to PHI which is not necessary to perform these assigned duties. Utilization of information will be in accordance with HIPAA regulations regarding use limitation, disclosure and requests of PHI.