Job Details

FLSA: Non-exempt

DEPARTMENT: Service Coordination

STATEMENT OF PURPOSE: To ensure the smooth operation of the Front Office, providing excellent customer service to clients, staff and doctors. This position is key as the 'face' of theagency being the first point of contact for those who call in and walk-in to request services.

SCOPE OF RESPONSIBILITY: This position is responsible for meeting all customer service needs within the Front Office environment of the Whole Child. Facilitates client flow, assists doctors, therapists, staff and client's in a professional manner while appropriately representing the agency to the public.

ESSENTIAL FUNCTIONS:

• Receives and relays incoming calls, takes messages
• Assists callers and routes all general telephone inquiries, complaints and emergency telephone calls to the proper person
• Acts as customer care representative and screens calls to determine appropriate department or representative
• Make copies and organize agency documents for clients
• Call confirm appointments with clients
• Check in clients and notifies therapist
• Cancel client appointments as needed
• Schedules appointments for doctors
• Maintains and prints schedules on a daily basis
• Provides support to medical records as needed
• Notifies staff of visitors arrival and directs visitors to the appropriate personnel
• Registers parents for Parenting Class
• Stamp, sort and distribute mail (incoming and outgoing) on a daily basis
• Fax, photocopy and shred
• Performs routine and complex clerical work

KNOWLEDGE, SKILLS AND ABILITIES:

• Some experience with computer scheduling systems
• Able to operate a multiline telephone system
• Ability to deal with clients in a tactful and professional manner
• Ability to identify potential difficult situations and suggest/implement solutions
• Ability to follow written and oral directions and request assistance when needed
• Ability to follow established procedures with minimal training
• Able to operate photocopier, fax machine and POS machine

REQUIRED LICENSES, CERTIFICATES, EDUCATION, EXPERIENCE OR TRAINING:

• Must have a minimum of a High School degree
• At least 2 years experience as a receptionist, preferably in a healthcare setting.

CONDITIONS OF EMPLOYMENT:

Employee may be asked to participate in cross-training programs, work overtime, or pursue additional education or training when it is determined to be in the best interest of the company by the Chief Operating Officer and Chief Executive Officer.

This description is only intended to identify the essential functions of the position and to illustrate the duties, responsibilities, and requirements for it. It is not intended, nor should it be interpreted to describe each and every duty employees assigned may be required to perform.

WORKING CONDITIONS: Work is performed in normal office setting. Noise level is moderate with occasional loud outbursts

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position 50% of the time
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office machinery, (i.e., telephone system, calculator, copy machine and computer printer)
• Constantly converses with staff and clients

The Whole Child is an equal employment opportunity employer and no candidate for employment will be rejected on account of race, color, religion, national origin, age, marital status, or sex. Candidates with physical impairments will be considered so long as it can be reasonably demonstrated that the duties and responsibilities can be effectively performed without hazard to the individual, fellow employees, or clientele.