JOB SUMMARY:
As the first point of contact with callers, visitors and outside agency representatives, the Call Specialist/Receptionist projects the agency’s welcoming client-centered philosophy; and performs clerical and administrative tasks in support of the day-to-day operations of one or more agency offices and/or programs while ensuring that services provided are in alignment with the Social Determinants of Health through a trauma informed care lens as defined by the agency.
ORGANIZATIONAL RELATIONSHIPS:
- Reports to:
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Manager of service area or other designee
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- Directs:
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May supervise volunteers as assigned
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- Other:
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Works cooperatively with all staff to accomplish the mission, goals, objectives and performance measures of the program and agency
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ESSENTIAL PERFORMANCE REQUIREMENTS AND FUNCTIONS:
- Professionalism and Ethics: The demonstration of ethics and sound professional practices, as well as stimulating social accountability and community stewardship. The desire to act in a way that is consistent with one's values and what one says is important
- Interpersonal Understanding: Ability to understand other people as well as to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others. It measures increasing complexity and depth of understanding of others and includes cross-cultural sensitivity and is in a trauma-informed context.
- Achievement Orientation: A concern for surpassing a standard of excellence. The standard may be one's own past performance; an objective measure; outperforming others; challenging goals, or something that has not been done previously.
- Healthcare and Human Services Environments: Ability to explain issues and advancements in the healthcare and human services industries.
Agency Functions:
- Community and Customer Service - Increase client access, enrollment, and satisfaction of program resources by creating wraparound services, recruitment, and surveying strategies.
- Internal Processes - Use agency and program data to track clients through different agency programs to gauge resiliency and outcomes of participating families.
- Learning and Growth - Strengthen staff and client well-being by addressing the social determinants of health: Economic Stability, Education, Health and Healthcare, Neighborhood supports, Social and Community Engagement.
Job Functions:
- Ensures that clients have access, as needed, to all five pillars of the social determinants of health with a trauma informed lens through Agency services and/or community partners.
Call Specialist
- Answer a multi-line telephone and route incoming calls promptly; accurately relay, verbally or in writing, all messages; place outgoing calls as requested; and regularly check the voicemail and change outgoing greetings as necessary.
- Manage all incoming telephone calls by addressing questions of callers and connecting them to the correct department or directing them to the appropriate community resource.
- Answer questions about the agency and provide callers with address, directions, and other information.
Receptionist
- Greet and welcome all visitors to the office, and follow guest registration procedures and accurately track all visitors that enter and exit the office/building; and monitor visit access and issue passes when required.
- Maintain a welcoming and safe waiting area for all visitors.
- Keep an accurate and up-to-date database, as assigned, to track postage, visitor registration, copier totals and/or other required end-of-the-month reports and submit to the business office on time as requested.
- Accept, date stamp, and route incoming mail; make timely distribution of incoming and outgoing mail; log any received checks on the daily control sheet with the date and signature; and forward to appropriate contact in the business office.
- Manage client-related financial matters such as accepting and recording payments, issuing receipts, posting payments, recording client hours for billing purposes, and/or distributing information for billing to the business office. Complete and submit the required daily “Cash Custodian Report” to the business office.
- Manage client activities as assigned, such as scheduling client appointments, documenting scheduled appointments, and registering clients for classes and activities.
- Organize and maintain filing system including attaching clinical appointments, documenting scheduled appointments, and registering clients for classes and activities.
- Maintain good relationships with stakeholders (including current and potential clients, community and co-workers), focusing on providing excellent and culturally sensitive customer service and presenting a positive image of the agency in all community and stakeholder interactions.
- Maintain a working environment which encourages mutual respect, promotes respectful and congenial relationships between employees and is free from all forms of harassment.
- Perform other duties as assigned, including presentations to community groups and organizations, in accordance with the agency’s “team” philosophy.
QUALIFICATIONS:
Education/Training/Experience:
- High school diploma with special training in general office tasks; or high school diploma with demonstrated competence in general office tasks attained through on-the-job training; 1-2 years experience in a customer service role preferred.
- Familiarity with and working knowledge of Microsoft Office products such as Word, Excel, and Outlook.
- Knowledge of agency and community resources and services.
- Fluent in English and Spanish (read, write, and speak) desirable.
- Staff will be required to submit proof of their vaccination status or may request to be exempt from vaccination due to a religious and/or medical accommodation.
- Certificate or license, as applicable, by the appropriate State agency as a qualified practitioner.
- State of Texas vehicle operator’s license and proof of liability insurance, as applicable.
PHYSICAL DEMANDS:
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.
- While performing the duties of this job, you must be able to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear, and taste or smell.
- You may be able to lift up to 25 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.
