Front Desk Support Specialist (EastPointe)

Responsibilities

Greets all visitors entering the lobby

• Verbally greets and recognizes all visitors coming through the main lobby with appropriate greeting.
• Obtains sufficient information from visitors in regards to the nature of the visit and makes the appropriate connection to AltaPointe staff.
• Advises employees that visitors are in the front area waiting to be seen.
• Announces all visitors before referring them to go to employees’ offices or workspaces.
• Ensures visitors sign in.
• Maintains sign in record ensuring HIPAA compliance and tracking of facility items that have been loaned to the visitor, e.g. keys and badge.
• Tracks wait time for screenings and admissions.
• Kindly advises visitors of policies as needed, e.g. smoking.
• Ensures lobby and front desk is maintained in a neat and organized manner.
• Ensures that intake rooms are neat, orderly and contact janitorial or maintenance in a timely manner for request.
• Serves as point of contact for request of records by guardian ad litem.

Handles incoming and outgoing calls for facility

• Answers all incoming calls with appropriate greeting and within a satisfactory number of rings.
• Obtains sufficient information from callers in regards to the nature of the call and makes the appropriate connection to AltaPointe staff.
• Keeps accurate records of phone repairs needed within facility.
• Assists facility staff in making long-distance calls.

Administrative support duties

• Assist with maintaining NHPPD
• Issues key fobs to new employees and vendors
• Activates and deactivates key fobs as requested
• Assist with any problems or discrepancies
• Collect fees for replacement key fobs
• Keeps abreast of staff whereabouts, facility related activities (like meetings and trainings occurring on site), and calendars to properly connect visitors/callers.
• Keeps abreast of census.
• Records messages on behalf of employees and communicates messages to employees as needed.
• Notifies security and staff of emergency situations in a timely manner.
• Maintains and distributes office supplies appropriately.
• Displays a courteous manner to all visitors/callers.
• Uses discretion in discussions with visitors/callers.
• Provides information to visitors/callers in relation to the facility.
• Ensures the front desk is covered at all times during shift.
• Operates the paging system and uses discretion when paging.
• Adheres to 5-Star Customer Service guidelines.
• Works with clinical staff to maintain and organize visitation calendars.
• Maintains the employee meal sign-up, collects money from staff for employee meals, and communicates number of meals to kitchen daily
• Sends HR documentation on meal tickets for payroll by due date.
• Enters maintenance requests for building as requested using software system.
• Enters IT-Pointes as it pertains to the front desk phone, computer and IT related equipment.
• Distributes internal and external mail to appropriate staff or department.
• Assists facility staff with interoffice mail.
• Signs for packages.
• Maintains and organizes a lost-and-found system.
• Other duties and projects as assigned.

Physical Requirements of the Job: 

• Continuous sitting (extended sitting) up to 2 hours at a time until break or lunch.
• Reaching forward to place paperwork on a document stand.
• Grasping to turn keys in doors throughout facility, grabbing files/paperwork
• Lifting and carrying up to 15 pounds to transport small quantity of charts various distances in facility.
• Fine manipulation/dexterity for data entry, writing and handling paperwork.
• Standing and walking frequently throughout shift and to various locations in the facility to file charts and put up supplies.
• Sitting can be in frequent bursts up to 10 minutes.  Extended sitting can be up to, but limited to 1 hour.
• While filing in the medical records department, the employee may bend forward squat/lunge stoop or crouch to access the levels that are at floor waist level.  Forward bending while sitting or crouching to access safe in office may be needed.
• Forward reaching, reaching out to front , and overhead reaching with up to 5 pounds to 15 is performed when filing records and charts.
• Forward reaching, overhead reaching and reaching down while filing medical record that can range up to 15 pounds.
• Lifting various ranges from the floor to overhead throughout the day with up to 15 pounds (medical records and supplies).
• Frequent pushing/pulling with a force up to 25 pounds (medical record cart) and doors throughout the facility (5 pounds).
• Step ladder climbing frequently to access higher shelves for filing and stocking/retrieving supplies.
• Strong grasp/pinch grip needed to use keys in doors and to handle medical records.
• Fine manipulation/dexterity to use computer, write and handle medical records paperwork.
• Must be able to stand for long periods of time, continuously bend, stoop, kneel, crouch, reach and lift at least 10 pounds.
• Must have visual acuity in at least one eye and manual dexterity.
• Any additional duties as assigned by management.

Qualifications

High school diploma or equivalent; one year experience working in a hospital or office setting handling front desk/reception type duties; proficient in the use of Microsoft Office products (Outlook, Word, Excel); ability to concentrate and maintain accuracy in spite of frequent interruptions.

Demonstrates knowledge and understanding of the below areas within six (3) months of employment:

• Works independently with minimal supervision.
• Uses judgment in carrying out all phases of work.
• Uses avatar system.
• Uses ShoreTel phone system.
• Knows AltaPointe’s continuum of care.
• Knows about community services.
• Knows guardian ad litem (GAL) process.