Equine Therapy Receptionist

Job Overview:

This position is responsible to deliver the highest level of customer service and satisfaction to all farm guests.  As the initial point of contact for all who arrive at the farm, the receptionist will assess and determine the appropriate course of action.  This role is responsible for maintaining a high-level view of all farm activities to prevent scheduling overlap.  Acting as the face of the organization requires the demonstration of the organization’s values in all interactions.

Responsibilities:

• Creates a winning first impression
• Keeps the welcome areas clean and inviting
• Promptly answers incoming calls and gains a clear understanding of the request and appropriate course of action
• Meets and greets all farm guests
• Keeps the front desk organized and running smoothly
• Schedules appointments for direct pay clients by partnering with staff to determine availability
• Builds client files in EHR for direct pay clients
• Conducts outreach to scheduled clients to confirm appointments
• Processes billing payments at the time of service
• Maintains the schedule for all therapeutic activities on the farm, as well as other scheduled events
• Coordinates with staff to ensure all commitments are appropriately staffed
• Reserves the appropriate farm facilities, to prevent overlap
• Utilizes and manages scheduling software system on a real time basis to ensure visibility for staff
• Works with Office Manager to notify Operations Director and Executive Director of increasing or decreasing needs so further action can be taken to preserve the program’s vitality.
• Prepares for group sessions as directed, to include check-in and check-out of groups, assignment of workspace, horses, and materials
• Performs other related duties as assigned or requested

Job Qualifications:

Minimum Education:  High school diploma

Preferred Education:  Bachelor of Science or Bachelor of Arts

Minimum Experience:  2-3 years receptionist/customer service

Preferred Experience:   Understanding of behavioral health/medical environment

Competencies:

• Exceptional Customer Service – Responds promptly to client needs; Meets commitments; Excellent phone skills, including active listening and expressing empathy
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives
• Problem Solving – Identifies, takes ownership for, and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason
• Oral Communication – Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions
• Written Communication – Writes clearly and concisely; Edits work; Presents data effectively; Able to read and interpret written information
• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions
• Collaboration – Serves as a liaison between client and pertinent parties; Works with staff to ensure commitments are met

Skills:

• Bilingual is preferred
• Advanced computer skills required: Scheduling software, Word, Excel, PowerPoint, Outlook
• Maintains scheduling software while looking for ways to enhance processes