Front Desk Triage Specialist

Job Details: Job Location: Key Largo - 99198 Overseas - Key Largo, FL, Position Type: Full Time, Education Level: High School, Salary Range: $19.39 - $19.39Hourly, 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:  Work is primarily performed in an office or residential treatment setting  Essential Physical and Mental Demands of the Job The employee must be able to perform the following essential duties and activities with or without accommodation:  Physical Demands:   Requires mobility and physical activity: Having an adequate range of body motion and mobility to work in an office, residential, or outdoor environment including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to 50 pounds.  Use of computer and telephone systems is required which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files).  Requires the ability to defend oneself and clients in physically abusive situations through the use of approved physical de-escalation techniques.  Requires talking: Expressing or exchanging ideas by means of the spoken word.  Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly.   Requires hearing: Hearing is required to receive and communicate detailed information through oral communication.   Requires seeing: Clarity of vision at 20 inches or less and at distance. This factor is required to complete paperwork for many of the employee’s essential job functions and to observe client behavior and activities in and out of the facility.   The normal work routine involves no exposure to human blood, body fluids or tissues.  However, exposure or potential exposure may be required as a condition of employment. Appropriate personal protective equipment will be readily available to every employee. Mental Demands:   Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions.    Requires the ability to work and cooperate with clients, co-workers, managers, the public and employees at all levels in order to exchange ideas, information, instructions and opinions.    Requires the ability to work under stress and in emotionally charged settings.   The ability to defend oneself and clients in mentally/verbally abusive situations through the use of approved mental/verbal de-escalation techniques.