Customer Service Receptionist

3 weeks ago

Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time
Special for Service Groups Inc
Job Announcement

Title: Customer Service Receptionist (Bilingual) Division: HOPICS
FLSA: Non-Exempt, Full-time Supervisor: Customer Service & Operations Supervisor
Pay Range or Rate: $21.00-$24.00 per hour Revised: 8.1.2024

Summary
Under the direct supervision of the Customer Service & Operations Supervisor, the Customer Service Receptionist is responsible for greeting guests of the organization; responding to phone call inquiries; maintain confidentiality related to all aspects of the clients, staff, and agency information; and gathering and documenting basic information.

Essential Functions
  • Demonstrates excellent customer service 100% of the time.
  • Answers calls promptly, gathers basic information accurately, routes calls appropriately.
  • Answer inquiries about the company
  • Greet visitors warmly and make sure they are comfortable.
  • Conduct client health screenings.
  • Call staff members waiting for visitors.
  • Schedule meetings and conference rooms as requested; Coordinate and help arrange Operations staff meetings when needed.
  • Demonstrates ability to respond appropriately to the cultural differences among HOPICS's service population.
  • Make assessments during in person or telephonic request for initial appointments to determine that their needs can be met by HOPICS; refers callers to other agencies when their needs cannot be met by HOPICS; Re-direct clients to the appropriate location of services.
  • Maintains current knowledge of HOPICS programs and associated eligibility criteria; obtains
    and enters client information into HOPICS Kiosk database; knowledge of HOPICS program outlines, and community resources for client referral.
  • Responsible for posting and distribution of building closure signage for all HOPICS office buildings.
  • Greet and receive clients at the front desk.
  • Communicate and coordinate instructions to clients who walk in at front desk.
  • Schedule client appointments and provide information to clients.
  • Provide clerical support to Supervisor of First Impressions
  • Retrieve and respond to voice messages within 24 hours.
  • Communicate urgent client needs to Supervisor.
  • Communicate and coordinate with direct service staff to facilitate information, linkages and referrals to clients as needed or directed.
  • Ability to multi-task and daily problem solving; Ability to juggle multiple projects with superb accuracy.
  • Ensure the agency breakroom is adequately stocked daily and keeps all site supply rooms fully stocked.
  • Orders supplies needed by the respective site locations.
  • Represent the Division in a variety of community settings including funder, provider and community meetings, and major events.
  • Maintain and post all required work-related documents.
  • Maintain confidentiality of all information that is accessible.
  • Perform data entry and scan documents.
  • Assist in resolving any administrative problems.
  • Verify and provide client with their appointment time and date as available in the Google Calendar
  • Provide clients with a map, including but not limited to the metro route that will take to reach their destination.
  • Provide clients and community partners with list if approved COVID Testing Location via preferred zip code.
  • Provide colleagues with assistance and training on how to schedule appointments via the Google Calendar
  • Keep and maintain the front area in compliance with audit requirements.
  • Organize and distribute documents printed and left behind by the reception area.
  • Make copies and maintain sufficient documents in the reception area, including but not limited to the Medical Verification Form, ACCESS Screening Form, etc.
  • Complete HOPICS Connect Referral process for client in need of a referral
  • Assist with receiving and sorting mail and delivering billing to the appropriate department.

Secondary Functions
  • Perform other duties as assigned.
  • Maintain files/records on client services in compliance with HIPAA and other funding requirements for auditing purposes.
  • Timely completion of required case notes and other documentation.
  • Attend mandatory Agency meetings and training.

Minimum Qualifications - Knowledge, Skills and Abilities Required
  • Ability to think and work effectively under stress and in emergencies.
  • Ability to understand and carry out oral and written directions.
  • Friendly voice and clear enunciation.
  • Ability to do simple clerical work with speed and accuracy.
  • High School Diploma or Equivalent.
  • Ability to work with clients from diverse cultural, ethnic, and socio-economic backgrounds.
  • Verification of Employment Eligibility and Background Clearance.
  • TB test required (Not more than (3) month prior to or (7) days after Date of Hire, and renewed annually thereafter),
  • CPR and First Aid Certification required within 30 days of employment with company.

Non-Essential Qualifications (optional)-Knowledge, Skills, and Abilities
  • Advising Co-Workers and Interns on proper training, documentation completion daily,
  • Provide quality customer service.
  • Coordinate monthly SPA 6 providers meeting.
  • Participate in Division Administration Team
  • Handle and resolve assessors, clients, programs, and court discrepancies.
Supervisory Responsibilities
This position does not have any supervisory responsibilities.

Environmental Conditions (Working Conditions)
The Customer Service Receptionist will work in an office setting. S/he may be exposed to aggressive, sometime noisy, loud, and disruptive clients and must work in conjunction with other staff members, interface with courts, LA County Probation, Sheriff's Department and Mental Health Departments and other community agencies. There is some responsibility to work in noisy environments where adults are free to talk loud and expressively.

Physical Requirements
This position demands good physical and mental health. The Customer Service Receptionist will be required to lift, carry, walk, sit, push, pull and work a flexible schedule, must be able to move continuously during work hours and able to lift and/or cany 75 to 100 pounds. The Customer Service Receptionist will spend time sitting, standing, walking, carrying (ma,'
Mental Requirements
The Customer Service Receptionist must be able to handle any/all the following: interruptions, changes in priorities/work schedules; be able to process information, think, and conceptualize, constant distractions, interruptions, uncontrollable changes in priorities/work schedules; be able to process information, think, and conceptualize.

Special Service for Groups is an Equal Opportunity/Affirmative Action Employer

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