Client Services Intake Receptionist

Description

 Job Summary: This position ensures that client inquiries and concerns are met and addressed in a timely, professional, and compassionate manner. The Receptionist will be responsible for incoming client inquiry calls, emails and visits and will be the first point of contact between LSS and the general public. This position will require learning the various departments of Lutheran Social Services, so as to be able to accurately determine which department will best address each client’s individual need.

Requirements

Essential Duties and Responsibilities include the following. 

Receptionist Duties:

• Greet officer visitors, clients, and community partners in a courteous manner.

• Notify staff of client arrival for appointments. 

• Answer telephone calls, including triaging and routing calls to appropriate staff. 

• Return missed calls within twenty-four hours of receiving the telephone call.

• Respond to Riverside office general email within forty-eight hours of receiving the email.

• Check eligibility for services (Medi-Cal etc.) when scheduling an appointment, the day before the appointment, and monthly.

• Provide client with pre-screening forms.

• Assign and keep record of client ID numbers.

• Assist with scheduling, rescheduling, or canceling appointments, and updating staff members Outlook Calendars daily.

• Complete client reminder/confirmation calls daily for the next working day or as  directed by the Program Manager.

• Make cancellation telephone phone calls in the event of staff illness or other unexpected absence.

• Keep track of daily client sign in sheets.

• Monitor office supply inventory.

• Order office supplies.

• Ensure the front desk is covered by another employee if gone for more than 5 minutes   (breaks etc.) 

• Maintain accurate client roster spreadsheet by entering new client information and updating enrolled client information daily.

• Provide information and resources to individuals inquiring about services over the phone or in person. 

• Ensure authorization forms for mail services are signed.

• Organize client mail for distribution.

• Complete verification documentation that the client received mail.

• Assist with returning uncollected mail to the post office.

• Supports new employees and college interns/students in routine office practices.

• Maintain confidentiality of client files.

• Complete monthly client data reports to submit to the Program Manager by the first  business day of the following month.

• Provide clients with CA ID vouchers and birth certificate fee waivers.

• Collaborates with case managers to keep resource binder up to date with information on local resources and programs.

• Keep an accurate record of gift cards and bus passes disbursement.

• Assists with receiving, stocking, and organizing donations for emergency assistance programs such as food, clothing, hygiene kits, etc.

• Track the inventory of food pantry, clothing closet, and hygiene kit items on client program roster.

• Aid with preparation and disbursement of food, clothing, and other donations.

• Provide in kind donation form to donors.

• Maintain cleanliness of workspace.

• Participate in company training and meetings.

• Other tasks/duties as assigned by supervisor.

Intake Duties:

• Screen potential clients to assess their needs and suitability for services.   

• Conduct new clients' intake interviews, Verification of income, resident status (housed, homeless, at-risk of homelessness), documentation, and completing the intake packet.    

• Explain to applicants, program policy, client rights and responsibilities, and termination process.  

• Provide excellent customer service during the intake process  

• Maintain confidentiality of client information, adhering to HIPAA and other pertinent regulations  

• Participate in ongoing training and education to stay abreast of changes in the field   

• Document all client interactions during the intake, Review the Intake packet for completeness and report to the assigned case manager after the intake is completed.  

• Other tasks/duties as assigned by supervisor.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. 

Qualifications and Experience: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Education/Experience:

· High School Diploma or GED. Experience in Reception/Front Desk/Customer service. 

· Empathy and Boundaries Awareness. 

· Computer literate. 

· Ability to multi-task.

Certificates and Licenses: 

No certifications needed

Supervisory Responsibilities: This job has no supervisory responsibilities.

Language Ability: Must read, speak and write fluent English. Bilingual is a plus. Ability to follow directions, policies, and procedures. Excellent verbal and written communication skills.

Communication: Must be able to communicate clearly and effectively with clients and staff. 

Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

Computer Skills: To perform this job successfully, an individual should have knowledge of Word Processing software and Spreadsheet software.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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.

Adaptability: Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. 

The employee is occasionally required to walk. The employee is also required to drive. The employee must regularly lift and /or move up to 30 pounds.