Front Desk Specialist

Full-Time

Position Summary:

The Front Desk Specialist is responsible for receiving and routing telephone calls, greeting and serving visitors and consumers and representing WestCare Foundation, Inc. (WestCare) in a positive manner through high quality customer service. The position schedules appointments for consumers and makes appointment reminder calls. The Front Desk Specialist performs check-in and check-out functions, collects point of service payments, and assists consumers during their visit to the clinic.

Essential Job Functions:

• Gives intake paperwork package to new consumers, explains forms and assists consumers in any way necessary
• Audits completed intake package for legibility, accuracy and completeness and makes corrections/additions as necessary
• Verify basic demographic and financial information with returning consumers and update files as necessary
• Maintain organized and orderly consumer chart files
• Open new consumer charts in WestCare Clinical Database as needed
• Advise consumers of fees and previous balances and collect payment for same
• Record payments collected over the counter and received via mail on the consumer board or grant board accurately and completely
• Prepare daily bank deposits
• Balance cash box with daily boards and bank deposits
• Enter appointments into WestCare Clinical Database accurately and completely
• Cancel appointments in WestCare Clinical Database at staff or consumer request as necessary
• Update clinician available time to reflect scheduled vacation, meeting or other unavailable time
• Shred documents as required and requested
• Sends correspondence as requested
• Schedule service for copier, fax and other office equipment as required
• Check fax for incoming documents and distribute as required
• Maintain adequate paper supply in copier and fax machines
• Assemble intake packages and maintain adequate supply of all required forms
• Order supplies for administrative staff
• Participate in meetings and attend trainings as required and requested.
• Embrace and embody the mission, vision, guiding principles, clinical vision and goals of WestCare Foundation; and
• Perform any other duties as assigned.

Essential Qualifications:

Certifications/Licensures:

• None

Education:

• Graduation from an accredited two-year college with an associates degree is preferred.
• High school diploma or equivalence issue by a state department of education, is required.

Experience and Competencies:

• One year of related work in medical office/facility, or customer service experience required
• One year of related work experience in Mental Health, and / or Substance Abuse field preferred
• Bilingual is preferred;
• CPR Certification, First Aid Certification
• Ability to exercise good judgment and discretion;
• Ability to work well in a team environment;
• Adherence to the highest standard of ethical conduct, especially to standards governing confidentiality;
• Understands written sentences and paragraphs in work related documents.
• The ability to interface and communicate with internal and external agencies.
• The ability to build positive relationships with employees and superiors.
• Ability to interact successfully at all levels of an organization
• Possesses excellent communication skills (verbal and written).
• Possesses the ability to interface and communicate with internal and external agencies.
• Communicating effectively in writing as appropriate for the needs of the audience.
• Skill in active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Understanding and application of federal, state, local and agency confidentiality rules and professional standards of conduct
• Understanding of professional ethics, consumer rights, and professional responsibilities
• Knowledge of Microsoft Word, Excel, Access and electronic health record software preferred
• Knowledge of WestCare Mission, goals and values
• Knowledge of Incident Reporting
• Knowledge of HIPAA, Professional Ethics, Consumer Rights and Confidentiality
• Familiarity with WestCare services and programs
• Articulates a working definition of trauma
• Understands the impact of trauma
• Understands re-traumatization
• Demonstrates a high degree of dependability.
  • Maintains a good attendance record.
  • Observes working hours
  • Shows flexibility and is responsive to requests from supervisor
  • Works independently with minimal supervision
  • Exhibits characteristics of good workmanship, and integrity on the job
  • Work time is always productive
• Demonstrates ability to establish and maintain effective working relationships with consumers, co-workers, external partners, and regulatory agencies
  • Is courteous to consumers, staff, and all others.
  • Demonstrates tact at the appropriate time.
  • Cooperates with others both within and outside WestCare.
  • Works well with supervisor; accepts direction and supervision
  • Maintains a positive attitude toward work
• Ensures and maintains a safe working environment.
  • Work area is clean and orderly.
• • Verbalizes, understands and adheres to agency safety procedures.
  • Demonstrates appropriate use of Unusual Incident Reports, in accordance with the Centers reporting procedures
• Presents a positive personal image
• Dresses and maintains a professional demeanor

Working Conditions:

• Work is primarily performed in an office or residential treatment setting

Essential Physical and Mental Demands of the Job

The employee must be able to perform the following essential duties and activities with or

without accommodation:

Physical Demands:

• Requires mobility and physical activity: Having an adequate range of body motion and mobility to work in an office, residential, or outdoor environment including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to 50 pounds. Use of computer and telephone systems is required which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files). Requires the ability to defend oneself and clients in physically abusive situations through the use of approved physical de-escalation techniques.
• Requires talking: Expressing or exchanging ideas by means of the spoken word. Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly.
• Requires hearing: Hearing is required to receive and communicate detailed information through oral communication.
• Requires seeing: Clarity of vision at 20 inches or less and at distance. This factor is required to complete paperwork for many of the employees essential job functions and to observe client behavior and activities in and out of the facility.
• The normal work routine involves no exposure to human blood, body fluids or tissues. However, exposure or potential exposure may be required as a condition of employment. Appropriate personal protective equipment will be readily available to every employee.

Mental Demands:

• Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions.
• Requires the ability to work and cooperate with clients, co-workers, managers, the public and employees at all levels in order to exchange ideas, information, instructions and opinions.
• Requires the ability to work under stress and in emotionally charged settings.
• The ability to defend oneself and clients in mentally/verbally abusive situations through the use of approved mental/verbal de-escalation techniques.