Receptionist, Administrative​/Clerical

Summary

HOPE Community Services, Inc. believes that the Receptionist is one of the most crucial roles in the agency. They are often the first person a client may interact with over the phone or upon arriving to our agency. Therefore, this position is integral to shaping our client’s first and continued impression of the organization. Professionalism, dependability, ability to articulate clearly, and employing good judgment are critical for this.

The primary function of this position is to provide outstanding internal and external customer service for our agency. Additionally, the receptionist is responsible for greeting/directing clients, answering/directing incoming phone calls, scheduling appointments, and light administrative functions.

At HOPE, our goal is to be a diverse workforce that is representative, at all job levels, of the community we serve.we embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.

We are proud to be an equal opportunity workplace and an affirmative action employer.

• Adheres to agency policy and procedures, CARF and DMHSAS standards and criteria, federal and state confidentiality rules and regulations, and any special funding source requirements.
• Supports and promotes a service environment for individuals in need of behavioral health and/or co-occurring services that is recovery focused, welcoming, and attentive to the needs of individuals who may have experienced trauma in their lives. Attends annual core competencies training in relationship to individuals with co-occurring disorders or who have experienced trauma in their lives.
• Serves as the first point of contact for all visitors/consumers assuring that each one is greeted in a warm, friendly, and professional manner and assures they are directed to appropriate destination.
• Professionally answers and directs all incoming calls quickly and efficiently using multi-line telephone system. Maintains strong attention to detail to assure calls are routed appropriately.
• Verifies appointments for consumers by utilizing the electronic medical records system. (EMR)
• Demonstrates respect and regard for the dignity of all consumers, families, and visitors. Promotes and fosters effective working relationships with fellow team members.
• Ensures confidentiality is maintained related to sensitive consumer or agency information.
• Responsible for positive, clear, and direct communication, solution-focused mind set and commitment to upholding HOPE’s mission statement.
• Answers inquiries related to services at HOPE, which includes the walk-in procedure and documentation requirements to potential clients.
• Reaches out to clients to provide appointment reminders in order to support designated staff and increase client engagement.
• Collects fees for services provided and issues receipt in accordance with established procedures.
• Ensures clients have a valid treatment plan and schedules accordingly.
• Performs light administrative functions and general office duties including but not limited to copying, filing, faxing, answering phones, inter-office mail distribution and data entry.
• Assures that the lobby is kept neat, clean, and orderly at all times.
• Follows the crisis tree model in handling crisis and emergency situations
• Provides back-up for other front desk/reception areas when needed. This includes other HOPE buildings and locations.
• Reimbursement for use of personal vehicle will be made in accordance with agency policy and procedures.
• May assist in training of other staff, as assigned.
• Performs other related duties, as assigned.

• Ability to maintain a positive, friendly attitude with a warm demeanor at all times.
• Dependability – being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation – being pleasant with others on the job and displaying a good-natured, cooperative…