Front Office Associate

Job description

Mental Health America- Wabash Valley Region
Job Title: Front Desk Associate

Hours per week: 40
Exempt: No

Overview

Mental Health America-Wabash Valley Region (MHA-WVR) is a leader in mental health and substance use advocacy in north-central Indiana. We are dedicated to promoting mental wellness and recovery for all Hoosiers. As a state affiliate of Mental Health America National, we aim to make a direct impact on individuals affected by mental illness and addiction, as well as influence policy through public education, advocacy, direct service, and public health reform.

MHA-WVR is also one of five Crisis Centers in Indiana responsible for 988 The National Suicide Prevention Lifeline (NSPL). The 988 NSPL is a confidential, 24/7 free telephonic and text-based support service available to all Indiana residents. The 988 NSPL Helpline assists individuals in need, ranging from those requiring a listening ear to those in crisis, including individuals with thoughts of suicide. Our team ensures that callers in crisis have a safe place to turn for support.

Job Summary

MHA-WVR is looking for an empathetic and professional individual to serve as the Front Desk Associate. As the first point of contact for clients and the public, this role is crucial in creating a welcoming atmosphere. The Front Desk Associate will be responsible for greeting clients, answering phones, scheduling appointments, and handling other administrative tasks. Success in this position requires punctuality, professional phone etiquette, effective task prioritization, basic data entry skills, and strong communication abilities, including a willingness to receive feedback. The ideal candidate will be respectful, approachable, knowledgeable, and exhibit the soft skills necessary for exceptional customer service. Additionally, they must demonstrate ethical behavior, a strong sense of motivation, and a deep understanding of the importance of this role.

Specific Duties

Front Desk Responsibilities

• Answer incoming calls and direct them to the appropriate department or personnel
• Schedule appointments for individuals seeking services
• Greet incoming appointments, and alert staff to their arrival
• Manage Excel sheets with expense tracking and billing
• Organize and file documents in an orderly manner
• Assist with additional duties as assigned

Maintain Professional Work Environment

• Ensure a professional and respectful atmosphere in the workplace and on communication platforms
• Collaborate with the team by actively participating in communication through tools such as Microsoft Teams and Microsoft Office
• Protect the privacy and confidentiality of callers’ information, as well as the personal information of colleagues

Participate in Ongoing Professional Development

• Engage in job-related professional development opportunities to enhance skills
• Share available development resources with fellow team members

General Responsibilities

• Be flexible in taking on new job duties and additional responsibilities as needed by program or organizational leadership

Qualifications

Skills and Abilities

• Self-motivated with the ability to work independently
• Strong self-regulation skills, especially when handling sensitive or emotionally charged situations
• Ability to multitask effectively while maintaining focus on the needs of callers, especially those in crisis
• Capacity to adapt quickly to changes in policies, procedures, and protocols
• Competence in applying crisis intervention, suicide prevention, and problem-solving strategies during stressful situations
• Ability to maintain a positive attitude and deliver excellent customer service in a professional, nonjudgmental, empathic, and culturally appropriate manner

Experience

• Office experience is preferred but not required

Education

• High School Diploma or equivalent required
• Exceptions may be considered for education and experience on a case-by-case basis

Schedule

• Monday to Friday: 8:00 AM - 5:00 PM with 1-hour lunch break.

Work Location

• On-site at 914 South Street, Lafayette, IN 47901

Work Authorization

• U.S. work authorization required

Successful candidates must pass background checks upon hire.

Compensation

• $18 per hour

Benefits

• Paid Time Off (PTO), & Floating Holidays
• EAP program
• 100% Company-paid health insurance for the employee (additional coverage available for family members)
• Company-paid life insurance policy after 3 months of employment
• 403(b) retirement fund with a 10% company contribution (no employee match required) after one year of employment
• A team-oriented culture with a supportive leadership team

Job Type: Full-time

Pay: $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: In person

Salary : $18