Front Desk Triage Specialist (53459)

Position Summary: 

The Front Desk Specialist is responsible for receiving and routing telephone calls, greeting and serving visitors and consumers and representing Guidance/Care Center in a positive manner through high quality customer service.  The position schedules appointments for consumers and makes appointment reminder calls.  The Front Desk Specialist performs check-in and check-out functions, collects point of service payments, and assists consumers during their visit to the clinic. 

 

Essential Job Functions: 

• Gives intake paperwork package to new consumers, explains forms and assists consumers in any way necessary  
• Audits completed intake package for legibility, accuracy and completeness and makes corrections/additions as necessary 
• Verify basic demographic and financial information with returning consumers and update  files as necessary 
• Maintain organized and orderly consumer chart files 
• Open new consumer charts in WestCare Clinical Database as needed 
• Advise consumers of fees and previous balances and collect payment for same 
• Record payments collected over the counter and received via mail on the ‘consumer board” or “grant board” accurately and completely 
• Prepare daily bank deposits 
• Balance cash box with daily “boards” and bank deposits 
• Enter appointments into WestCare Clinical Database accurately and completely 
• Cancel appointments in WestCare Clinical Database at staff or consumer request as necessary 
• Update clinician available time to reflect scheduled vacation, meeting or other unavailable time 
• Shred documents as required and requested 

• Sends correspondence as requested 
• Schedule service for copier, fax and other office equipment as required 
• Check fax for incoming documents and distribute as required 
• Maintain adequate paper supply in copier and fax machines 
• Assemble intake packages and maintain adequate supply of all required forms 
• Order supplies for administrative staff 
• Participate in meetings and attend trainings as required and requested. 
• Embrace and embody the mission, vision, guiding principles, clinical vision and goals of WestCare Foundation; and 
• Perform any other duties as assigned. 

Qualifications

Essential Qualifications: 

 Certifications/Licensures: 

• None 

 Education: 

• Graduation from an accredited two-year college with an associates degree is preferred. 
• High school diploma or equivalence issue by a state department of education, is required. 

 Experience and Competencies:  

• One year of related work in medical office/facility, or customer service experience required 
• One year of related work experience in Mental Health, and / or Substance Abuse field preferred 
• Bilingual is preferred; 
• CPR Certification, First Aid Certification 
• Ability to exercise good judgment and discretion; 
• Ability to work well in a team environment; 
• Adherence to the highest standard of ethical conduct, especially to standards governing confidentiality; 
• Understands written sentences and paragraphs in work related documents. 
• The ability to interface and communicate with internal and external agencies. 
• The ability to build positive relationships with employees and superiors. 
• Ability to interact successfully at all levels of an organization 
• Possesses excellent communication skills (verbal and written). 
• Possesses the ability to interface and communicate with internal and external agencies. 
• Communicating effectively in writing as appropriate for the needs of the audience. 
• Skill in active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times 
• Understanding and application of federal, state, local and agency confidentiality rules and professional standards of conduct 
• Understanding of professional ethics, consumer rights, and professional responsibilities 
• Knowledge of Microsoft Word, Excel, Access and electronic health record software preferred 
• Knowledge of WestCare Mission, goals and values 
• Knowledge of Incident Reporting 
• Knowledge of HIPAA, Professional Ethics, Consumer Rights and Confidentiality 
• Familiarity with WestCare services and programs 
• Understanding of issues related to cultural identity, ethnic background, age, developmental level, gender and sexual orientation in prevention, intervention and treatment. 
• Demonstrates ability to work effectively with culturally diverse staff and consumers 
• Demonstrates respect for an individual’s cultural and ethnic values when interacting with them 
• Articulates a working definition of trauma 
• Understands the impact of trauma 
• Understands re-traumatization 
• Demonstrates a high degree of dependability. 
  • Maintains a good attendance record. 
  • Observes working hours 
  • Shows flexibility and is responsive to requests from supervisor 
  • Works independently with minimal supervision 
  • Exhibits characteristics of good workmanship, and integrity on the job o Work time is always productive 
• Demonstrates ability to establish and maintain effective working relationships with consumers, co-workers, external partners, and  regulatory agencies o Is courteous to consumers, staff, and all others. 
•  Demonstrates tact at the appropriate time. o Cooperates with others both within and outside WestCare. 
• Works well with supervisor; accepts direction and supervision o Maintains a positive attitude toward work 
• Ensures and maintains a safe working environment. 
  • Work area is clean and orderly.  
• • Verbalizes, understands and adheres to agency safety procedures. 
  • Demonstrates appropriate use of Unusual Incident Reports, in accordance with the Center’s reporting procedures 
• Presents a positive personal image 
• Dresses and maintains a professional demeanor 

 

Working Conditions: