Front Desk Support Specialist, PRN

Overview

EastPointe Hospital is a private, free-standing psychiatric hospital for adults and adolescent males (ages 12 – 18) located in Daphne, Ala. EastPointe’s clinical and medical professionals assess and evaluate adults and adolescents in psychiatric crisis. Treatment focuses on stabilizing psychiatric symptoms and preventing psychiatric commitment. Adults and/or adolescents admitted to EastPointe will have exhibited life-threatening, destructive or disabling behavior or symptoms. Each patient completes a psychiatric diagnostic evaluation and receives 24-hour clinical care for the duration of their stay. The goal is for each patient to return to home or to the least restrictive level of care.

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.