Front Desk Engagement Specialist

GENERAL DESCRIPTION

This is routine administrative support work involving a variety of tasks requiring independent work within established policies and timeframes. Work may include compiling, processing and maintaining records, entering and retrieving information, collecting and distributing mail and messages, typing memos, correspondence, reports, and other documents, and other general clerical duties. The employee is expected to have an understanding of specialized terminology. Work is provided under the supervision of a superior; however the employee works independently within established guidelines

EXAMPLES OF WORK

Work may include, but is not limited to, the following examples:

1. Remains alert during working hours; attends work as scheduled and complies with attendance policies.

2. Answers all incoming calls by the third ring. Uses script to respond to inquiries. Directs calls to appropriate staff members or programs.

3. Serves as a receptionist or information clerk; determines purpose of contact; provides general information; directs individuals to proper destination; receives and distributes messages.

4. Provides a high level of customer service. Establishes an effective professional rapport with consumers and guests and receives positive consumer satisfaction reports and positive response from consumers.

5. Provides relief to Intake Coordinator, when necessary.

6. Schedules all consumer appointments and enters into Carelogic system. Books each clinician with appointments, 40 hours per week.

7. Contacts consumers who miss appointments within 48 hours. Reschedules appointments.

8. Maintains updated weekly group schedule with topics identified by counselor, hour, and day, and posts weekly on consumer bulletin boards.

9. Maintains current consumer information on electronic database. Asks consumers to verify contact information when consumers appear for appointments.

10. Collects payments from consumers following established collection policies, assists in reconciling financial records and may make banking deposits when directed.

11. Reschedules appointments for consumers who do not have payment at the time of appointment.

12. Prepares weekly calendar of scheduled activities for clinicians and manager, as required.

13. Prepares class/group rosters for each program offered and ensures that program material and equipment is available for facilitator of the programs.

14. Processes and distributes mail according to established procedures.

15. Prepares office supply and maintenance work orders.

16. Enters, updates, retrieves and disseminates information from computerized records.

17. Reviews documents for accuracy, completeness, and compliance; proofreads completed work.

18. Establishes and maintains filing systems; prepares records for storage and/or archiving. Sorts and files correspondence, documents, and records alphabetically, numerically or by other established methods; removes and returns requested material from files; prepares file folders by subject, name or other headings.

19. Attends staff meetings and training, when required and contributes.

20. Effectively operates standard office equipment i.e. computer, calculator, copy machine, etc.

21. Complies with Dress Code. Dresses in appropriate business attire; is well groomed and is professional in appearance.

22. Complies with agency policies and procedures and internal operating procedures of the Program.

23. Complies with all requirements of HIPAA Privacy and Security Act. Complies with regulations pertaining to the confidentiality of consumer protected health information.

24. Complies with Code of Conduct and Corporate Compliance Policy. Reports violations immediately.

25. Performs other related work, as assigned.

EXAMPLES OF KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of office practices, procedures, and equipment

Knowledge of business math computations, grammar, composition, and spelling.

Knowledge of computer information systems and software.

Effective interpersonal skills.

Basic skills in keyboarding and use of a personal computer.

Good oral and written communication skills that include reading, writing and speaking the English language.

Skill in organizing materials

Ability to understand and follow directions

Ability to establish and/or maintain moderately complex records; use coding and filing systems; and retrieve and compile data

Ability to prepare spreadsheets and reports

Ability to make and apply routine decisions in accordance with policies and procedures

Ability to review documents for accuracy and completeness

Ability to complete assignments accurately within specified timeframes

Ability to maintain a high standard of ethical conduct; exhibit honesty, integrity and ethical behavior;

Ability to handle confidential information appropriately.

EXPERIENCE AND EDUCATION QUALIFICATIONS

1. Possession of a high school diploma or GED certificate

AND

2. Three (3) years’ secretarial or office clerical experience.

Vocational/technical training from an accredited vocational or business school in Office Management, Secretarial Science, or a closely related area may substitute on a year for year basis for the required experience.

NECESSARY SPECIAL QUALIFICATIONS

This position is classified as at-will, meaning employment may be ended by either party at any time, with or without cause or notice, as allowed by law.

We are an Equal Opportunity Employer and welcome applicants from all backgrounds. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other protected status under applicable law. We are committed to building a diverse and inclusive workplace.