Receptionist-Weekends (Sat/Sun 8a-10:30p)
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POST DATE 9/15/2016
END DATE 10/16/2016
Shadow Mountain Behavioral Health System
STANDARD I POSITION SPECIFIC PERFORMANCE CRITERIA /
ESSENTIAL JOB FUNCTIONS
Performs position specific job functions within
professional customer service standards. Completes
responsibilities by following established guidelines
within appropriate time frames. Answers incoming calls
and directs calls correctly. Places, receives and routes
a high volume of calls through an electric switchboard.
Manages the company s lobby area. Takes & delivers
messages. Checks fax machine for incoming faxes &
delivers to appropriate personnel. Creates new medical
record files. General office duties as assigned. Greets
and directs all visitors, including vendors, clients,
job candidates and customers. Assures hospital personnel
maintain customer appointments in timely manner. Ensures
completion of visitor paperwork, visitor badges, sign-in
and security procedures. Supplies information to
callers, relays messages and announces visitors. Handles
special administrative projects, as well as overflow
work from department and executive assistants. Manages
check-out/check-in of facility vans. Distributes payroll
checks. Sorts and distributes incoming and outgoing
mail. Operates manual and electrical mailing equipment.
STANDARD II COMMUNICATION / INTERPERSONAL SKILLS /
Welcomes customers and visitors and directing them
appropriately. Demonstrates good skills in all forms of
communication. Work well with others in a spirit of
teamwork and cooperation. Adjusts communication to meet
the need of the individual. Maintain therapeutic
boundaries. Interacts routinely with patients, families,
and other visitors. Maintains a professional demeanor,
positive attitude, and engages in constructive
interactions. Treats others with respect. Demonstrated
ability to collaborate and compromise. Works
cooperatively as a member of support services. Accepts
constructive feedback regarding performance. Represents
the facility in a positive and professional manner to
visitors and guests.
STANDARD III SAFETY
Maintains cleanliness of lobby and front office. Assures
the readiness of the reception area for each working
day; opens the building at the designated time and have
all front desk activities fully operational at the start
of business hours. Acts in accordance with safety
protocols; able to implement emergency preparedness and
infection control protocols. Assure supervision of
patients and visitors in lobby area is maintained.
Assures patient s rights; acts to prevent, identify, and
report abuse. Assist during behavioral crisis. Maintain
positive work safety record and assure safety and
well-being of visitors, patients and personnel. Report
need for repairs and maintenance to appropriate staff.
Assure safe and sanitary storage of items in the
reception area. Secure the building at the close of each
working day; turn off or unplug appliances and machines
according to agency protocols and lock all entrances.
STANDARD IV FACILITY / DEPARTMENT POLICIES & PROCEDURES
Assures compliance with HIPAA confidentiality standards
during all communications. Adhere to established
facility and department guidelines and protocols.
Support facility mission, vision and values. Maintain
positive attendance record and consistently arrives in a
timely manner. Adhere to regulatory and facility
standards of conduct and policies and procedures.
STANDARD V EDUCATION / LICENSURE / DEVELOPMENT /
Maintains current knowledge of professional and
regulatory requirements, customer service, conflict
resolution through in-service training, seminars,
workshops, and publications. Attend and participates in
orientation, mandatory personnel training, and staff
meetings. Takes initiative to assure quality service
delivery, identify concerns and potential opportunities
for growth. Demonstrates flexibility in meeting the
needs of the team and organization. Performs other
duties as assigned.
Skills, Knowledge, & Abilities:
Able to answer multi-line phone calls professionally,
politely, and direct the calls appropriately in a timely
manner. Excellent telephone skills and etiquette. Warm
outgoing personality. Excellent communication (verbal
and listening) on phone and in person. Pleasant phone
voice with proper grammar spoken. Ability to work with a
variety of individuals including clients, employees and
applicants. Microsoft Office Skills Excel, Word,
Outlook. Ability to multi-task and change directives
quickly. Ability to work effectively in a fast paced
office environment is essential. Knowledge of standard
office practices and procedures; correct English usage,
including spelling, grammar and punctuation; facility
departments, personnel and their associated functions,
responsibilities and special programs. Operate a
computer and other standard office equipment; type
accurately; handle a high volume of calls with courtesy,
speed and accuracy; maintain effective working
relationships with hospital personnel and those
encountered in the course of work; communicate with the
public in a courteous and professional manner by
telephone and in person; and understand and carry out
written and oral instructions.
Graduation from high school or G.E.D. equivalent.
Prefer bilingual: English, Spanish, or American Sign
Language (or ASL, Ameslan)
Customer service experience. Prefer six months of
experience in performing receptionist, general clerical
duties, or an equivalent combination of training and
The physical demands described here are representative
of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with
disabilities to perform the essential functions. Must be
at least 21 years of age. Hearing, vision, sensory, and
emotional stability sufficient to perform essential job
functions. Able to sit for long length of time. Able to
lift and/or move boxes up to 25 pounds. Hand, finger,
eye coordination to operate switchboard, manage mail,
type, and operate electrical mailing equipment. Ability
to stoop, kneel, and crouch. Able to deal with stressful
situations and changing priorities. Works for sustained
periods of time maintaining concentrated attention to
detail. Access to reliable transportation; maintains
reliable attendance record and arrives in a timely
manner. Work environment maturity and professionalism
Conditions of Employment:
Satisfactory reference and background investigation
checks. Criminal charges or convictions that occur while
employed with SMBHS must be reported within 24 hours to
Human Resources. Completion of a pre-employment drug
screening and completion of post-employment drug or
alcohol tests upon reasonable suspicion of use.
Completion of all required paperwork prior to reporting
for work. Completion of pre-employment physical, proof
of Rubella inoculation, TB screening upon hire and
annually thereafter, complete or waive HBV series.
Successful completion of initial orientation and
competency assessment. Maintains patient behavioral
crisis prevention certification every six months.
Attendance at all mandatory clinical meetings; completes
annual CEUs, and training.
The employee works under typical medical office lobby
conditions, and the noise level is moderately quiet.
Exposes employee to contagious or infectious diseases
and to potentially hostile patients and situations. Job
stress ranges from low to intense. Category II - Tasks
that involve no exposure to blood or body fluids, but
employment may require performing UNPLANNED Category I
tasks in crisis situations. Work is subject to frequent
interruptions. Non-smoking and drug free workplace. Is
subject to callback during emergency conditions.
Patients (children ages 4-12, teenagers ages 13-17);
families; direct-care service providers; external
funding sources; service, accreditation...