Access Assistant

Lifelong Access•Normal, IL

1d•Hybrid

About The Position

The Access Assistant serves as a welcoming first point of contact for individuals, families, visitors, and community partners connecting with Lifelong Access. This position provides front desk coverage while also supporting the referral and intake process for individuals seeking services. The Access Assistant helps ensure people are greeted warmly, questions are directed appropriately, referrals are captured accurately and required intake information is collected and routed to the appropriate program.

Requirements

High school diploma or equivalent required.
Strong communication and customer service skills.
Comfortable communicating with individuals with disabilities, individuals with mental health needs, families, professionals, and community partners.
Ability to manage multiple priorities while remaining organized and welcoming.
Strong attention to detail and ability to accurately enter and maintain information.
Comfortable using computers, email, electronic records, and standard office technology.
Ability to maintain confidentiality and exercise appropriate professional judgment.

Nice To Haves

Previous customer service, reception, administrative, healthcare, human services, or related experience preferred.

Responsibilities

Welcome individuals, families, visitors, and community partners in a professional and person-centered manner.
Answer incoming calls and assist callers with general questions.
Direct calls, messages, and visitors to the appropriate team member or program.
Provide afternoon and early evening front desk coverage.
Assist with general office and administrative needs.
Maintain a welcoming, organized, and professional reception area.
Follow established procedures related to visitors, building access, confidentiality, and safety.
Serve as an initial point of contact for individuals and families interested in Lifelong Access services.
Gather basic information to understand the reason for the inquiry and the services being requested.
Enter and/or route referrals to the appropriate Lifelong Access program.
Provide individuals and families with required intake forms and information.
Assist individuals and families with understanding what information or documentation is needed to begin the intake process as assigned.
Follow up on incomplete intake paperwork or missing information as assigned.
Ensure referrals and intake information are routed promptly to the appropriate program team.
Help maintain accurate referral and intake records.
Communicate clearly that program eligibility, availability, and acceptance decisions are determined by the appropriate program team.
Scan, upload, organize, and route documents according to established procedures.
Assist with data entry and maintaining accurate records.
Support mail, correspondence, copying, filing, and other administrative tasks as needed.
Maintain confidentiality of protected health information and other sensitive information.
Assist with special projects and other duties that support effective agency operations.
Model and support Lifelong Access Core Values in all areas and situations across the organization.
Knowledge of and adherence to the agency policies and procedures.
Employee may be asked to perform other duties as required by the employer’s business needs.