Front Desk Triage Specialist (53459)

Westcare•Key Largo, FL

About The Position

The Front Desk Triage Specialist receives and routes telephone calls, greets and assists visitors and consumers, and represents Guidance/Care Center through high-quality customer service. The position schedules appointments and reminder calls, performs consumer check-in and check-out, collects point-of-service payments, and assists consumers during clinic visits. The role also supports administrative and clinical operations by managing intake paperwork and consumer files, maintaining appointment and clinician availability information in the WestCare Clinical Database, processing payments and deposits, and maintaining office equipment and supplies. The position is expected to embody WestCare Foundation’s mission, vision, guiding principles, clinical vision, and goals, and to perform other duties as assigned. Work is primarily performed in an office or residential treatment setting. The employee must be able to carry out the listed physical and mental duties with or without accommodation, including interacting with consumers and staff in stressful or emotionally charged settings and using approved de-escalation techniques when necessary.

Requirements

High school diploma or equivalent issued by a state department of education is required.
At least one year of related work experience in a medical office or facility, or customer service, is required.
Exercise good judgment and discretion and adhere to ethical conduct and confidentiality standards.
Work effectively in a team and communicate and build positive working relationships with internal and external agencies, employees, superiors, consumers, and partners.
Strong verbal and written communication skills, including active listening and communicating appropriately for the audience.
Understand and apply federal, state, local, and agency confidentiality rules and professional standards of conduct, including HIPAA, professional ethics, consumer rights, and professional responsibilities.
Understand issues relating to cultural identity, ethnicity, age, developmental level, gender, and sexual orientation in prevention, intervention, and treatment; demonstrate respect for individual cultural and ethnic values and effectiveness with culturally diverse staff and consumers.
Understand trauma, its impact, and re-traumatization; articulate a working definition of trauma.
Demonstrate dependability, good attendance, flexibility, responsiveness to supervisor requests, ability to work independently with minimal supervision, integrity, and a positive attitude.
Follow agency safety procedures and use Unusual Incident Reports according to Center procedures.
Present a positive personal image and maintain a professional demeanor.
Meet the physical and mental demands of the job, including mobility and activity in office, residential, or outdoor settings; extended sitting; bending, twisting, reaching, balancing, and occasional lifting or carrying up to 50 pounds; use of computer and telephone systems; speaking, hearing, and seeing requirements; and working under stress or in emotionally charged settings.
Be able to use approved physical and mental/verbal de-escalation techniques to defend oneself and clients in abusive situations.

Nice To Haves

Graduation from an accredited two-year college with an associate degree.
One year of related work experience in the mental health and/or substance abuse field.
Bilingual ability.
CPR certification and First Aid certification.
Knowledge of Microsoft Word, Excel, Access, and electronic health record software.
Knowledge of WestCare’s mission, goals, and values; incident reporting; HIPAA; professional ethics; consumer rights; confidentiality; and WestCare services and programs.

Responsibilities

Receive and route telephone calls, greet visitors and consumers, and provide high-quality customer service.
Provide intake paperwork to new consumers, explain forms, and assist with completion as needed.
Review completed intake packages for legibility, accuracy, and completeness, and make corrections or additions as necessary.
Verify and update returning consumers’ basic demographic and financial information.
Maintain organized consumer chart files and open new charts in the WestCare Clinical Database as needed.
Inform consumers of fees and previous balances, collect payments, record payments accurately, prepare daily bank deposits, and balance the cash box against daily boards and deposits.
Enter and cancel appointments in the WestCare Clinical Database, and update clinician availability for scheduled vacation, meetings, or other unavailable time.
Shred documents as required or requested and send correspondence as requested.
Arrange service for the copier, fax, and other office equipment; check and distribute incoming faxes; and maintain paper supplies in copier and fax machines.
Assemble intake packages, maintain supplies of required forms, and order supplies for administrative staff.
Participate in meetings and attend trainings as required or requested.
Embrace and embody WestCare Foundation’s mission, vision, guiding principles, clinical vision, and goals, and perform other duties as assigned.
Maintain a safe, clean, and orderly work area and follow agency safety and incident-reporting procedures.
Maintain professional conduct, dependability, attendance, productive work habits, and effective working relationships with consumers, coworkers, external partners, and regulatory agencies.