Receptionist -Bilingual

About the Role: 

This is for a contracted employee role, with an expected duration of six (months). At the end of the contracted period of employment, job performance, attendance, attitude and overall interest in the job will be assessed in a performance evaluation to determine if an offer of full-time at will employment will be made, if the contract period will be extended, or if the contract will be ended without further offer of employment.

JOB SUMMARY:

The Receptionist is responsible for greeting visitors and delivering exceptional customer service assistance. This entails answering calls and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. The receptionist will provide a high level of customer support that is professional, personal, and sensitive to the needs of clients while adhering to C4K’s policies and procedures. 

Effectively establish supportive relationship with clients, staff, and outside entities to garner resources necessary to provide comprehensive services to all clients. Proactively maintain responsibility of the agency’s centralized scheduling, including but not limited to the scheduling of initial and recurring appointments, psychiatric appointments, and psychological assessment appointments. Additionally, this role will be responsible for the review, maintenance, and ensuring that clinician availability is up to date in agency systems.
The Receptionist shall perform the duties below:

ESSENTIAL FUNCTIONS:

Client Services Responsibilities:

Serve as primary contact in the reception area for clients and visitors.

Greets clients, visitors, and guests; determines the purpose of each persons visit and directs or escorts them to the appropriate location. Notifies company personnel of visitor arrival.

Exhibits appropriate judgment in assessing when they are able to address client/caregiver inquiries and when it is necessary to escalate to appropriate parties.

Maintain office security by following safety procedures, agency policy, and controlling access via the reception desk.

Enforces and monitors appropriate use of electronic sign in app, staff parking badges, & issues parking  reimbursement & updates log when applicable per agency policy.

Maintain active knowledge of Counseling4Kids’ referrals capacity and relevant factors (i.e., callback & turnaround time, scheduling availability, & service languages) and convey necessary information to referring partners.

Upon receipt of referral from external parties, provide referral form to applicable parties for the purpose of facilitating Counseling4Kids’ referrals processes.

As assigned, serve as backup to department staff in obtaining documentation and assist with the completion of forms for client and/or caregiver consents (i.e., proof of Medi-Cal, personal ID/DL, IEP, court document review).

Attend CSD morning meetings, scrum, and other required meetings as scheduled. 

Provide translation and/or interpretation services when needed.

Complete Opening and Closing Procedures to create a hospitable environment per department procedures

Ensure that clients and/or guardians visiting the office adhere to safety protocol and agency policy.

Scheduling Responsibilities:

Answers phones in a professional manner, screens, and directs phone calls to staff; takes messages and schedules appointments.

Responsible for ensuring that the department is adhering to agency policy per timely access to care requirements for all clients by:

Scheduling initial and recurring appointments for individual therapy

Supporting adjunct services by scheduling psychiatric appointments/consultations, and psychological assessments/feedback appointments

Completing daily review of centralized scheduling software, clinician’s Outlook & Exym calendars, and BambooHR to determine ongoing clinician scheduling availability.

Proactively identifies, and coordinates scheduling & rescheduling around relevant events, holidays, and/or dates that may impact services. This includes but is not limited to:

National and/or agency observed holidays, agency events, and/or school breaks (i.e., Winter/summer vacation)

When applicable provides active communication to agency leadership staff to determine when clients will be visiting the office.

Updates clinician calendars to reflect scheduled, rescheduled, and/or coverage appointments.

Daily review of treatment room calendars to ensure room availability and staff coverage.

Data & Analytics Responsibilities: 

Actively collects and communicates relevant data from agency software systems pertaining to scheduling (i.e., No-Show Reports) on a daily basis.

As applicable, contact clients and/or caregivers that have been identified as having a missed appointment the day before and when possible, schedule an appointment before the end of the week.

Provide communication with assigned or covering clinicians regarding rescheduled appointments and update agency systems. When appropriate loop in clinicians and clinical leadership regarding high-risk situations pertaining to client treatment.

Review of information pertaining to Centralized Scheduling Weekly Appointment reports, as applicable review information provided by Client Services Director regarding client caseloads.

Assess if caseloads are aligned or if data discrepancies exist between caseload and scheduled appointments.

General Administrative Duties:

Perform general reception duties including but not limited to maintaining the cleanliness of the waiting area, reception desk, and therapeutic treatment rooms minimally once per day.

Assist the other departments with administrative support on routine daily tasks and on special projects (i.e. help with letter-writing, copying, faxing, contacting providers and community partners, gathering materials, doing research, creating spread-sheets, tracking data, and creating reports).

Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.

Keep inventory of office supplies and inform Executive Assistants items that need to be reordered.

Receives documents, packages, and courier deliveries and delivers or distributes items.

Responsible for ensuring that the protocol for depositing and retrieving agency mail is followed

Other duties as assigned. 

MINIMUM QUALIFICATIONS:  

Education:  

Candidate education/work experience minimally meets one of the following:

BA in psychology, social work, or related field. 

Associate (i.e., AA/AS) degree in related field and minimum of 1+ year(s) relevant work experience. 

3+ years related work experience in a mental health agency

Prior Work Experience:  

Excellent customer service skills including the ability to listen to client concerns and respond in a compassionate manner.

Strong reasoning ability, ability to make independent decisions, and determine when to seek further consultation.

Consistently demonstrate exceptional organizational, multitasking, and time-management skills, with the ability to prioritize tasks

Excellent interpersonal skills, including the ability to work cooperatively as part of a multidisciplinary team.

Bilingual English/Spanish Required

PREFERRED QUALIFICATIONS:

1+ Year of experience working in role(s) requiring:

Use of Electronic Healthcare Record(EHR) system for the purposes of scheduling of appointments in mental health or medical setting 

Knowledge of DMH systems and procedures, integrated systems, and Medi-Cal billing

Consistent interaction with children & families in non-profit and/or mental health setting. 

Providing Spanish/English translation in mental health/medical setting.

2+ years of experience working in a role requiring consistent use of Microsoft Suite (i.e. Outlook, Word, SharePoint, Teams, and Excel) 

EEO Statement:  

Counseling4Kids provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Counseling4Kids complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.