Receptionist, Customer Service​/HelpDesk

Windsor Laurelwood Center for Behavioral Health

Receptionist

Job Summary

The Receptionist/Operator serves as the first point of contact for patients, visitors, staff, and callers. This role is responsible for managing incoming calls, welcoming guests, providing information and directions, monitoring visitor access, and supporting daily hospital operations in a professional and friendly manner.

The ideal candidate is customer-focused, organized, calm under pressure, and committed to creating a positive experience for everyone entering or contacting the hospital.

• Answer and direct incoming calls using a multi-line phone system.
• Relay messages to staff and physicians promptly and accurately.
• Make announcements using the hospital paging system when needed.
• Maintain knowledge of hospital departments and services to assist callers effectively.
• Manage day and night phone system operations according to established procedures.

• Welcome visitors, patients, vendors, and contractors in a courteous and professional manner.
• Ensure all visitors sign in and receive appropriate badges or passes.
• Provide directions and general information to guests and visitors.
• Maintain visitor logs and ensure sign-in materials are readily available.

• Monitor activity in the lobby and surrounding areas.
• Report unauthorized patient departures or unusual behavior to the appropriate department.
• Notify admitting staff, nursing supervisors, and nursing units when scheduled admissions arrive.
• Maintain accurate awareness of patient admissions, discharges, and transfers.

• Receive and log mail, packages, and deliveries.
• Maintain office supplies and an organized reception area.
• Report equipment issues or malfunctions to management.
• Follow on-call schedules and emergency communication procedures.

• Remain alert to safety, security, fire, and emergency situations.
• Follow hospital policies and procedures related to emergency response.
• Demonstrate the ability to remain calm and professional during high-stress situations.
• Support a safe, welcoming, and respectful environment for patients, visitors, and staff.

It takes passion and dedication to meet the behavioral health needs of our community. For over 100 years, Windsor Laurelwood Center for Behavioral Medicine, locatedin Willoughby, Ohio,has provided high-quality behavioral health and substance abuse treatment services to adults, adolescents, and children. We provide both inpatient and outpatient programming to meet your healthcare needs. The team at Windsor Laurelwood is dedicated to helping you regain control of your life.

Windsor Laurelwood is a part of one of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, our annual revenues were $11.4 billion in 2019. In 2020, UHS was again recognized as one of the World’s Most Admired Companies by Fortune;

in 2019, ranked #293 on the Fortune 500; and in 2017, listed #275 in Forbes inaugural ranking of America’s Top 500 Public Companies. Headquartered in King of Prussia, PA, UHS has more than 90,000 employees and through its subsidiaries operates 26 acute care hospitals, 328 behavioral health facilities, 42 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 37 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

• High school diploma or equivalent.
• Strong verbal communication and…