Front Desk Support Specialist (Eastpointe)

EastPointe Hospital is a private, free-standing psychiatric hospital for adults located in Daphne, Ala. EastPointe’s clinical and medical professionals assess and evaluate adults in psychiatric crisis. Treatment focuses on stabilizing psychiatric symptoms and preventing psychiatric commitment. Adults 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 an estimated three-to-seven-day stay. The goal is for each patient to return to home or to the least restrictive level of care.

Primary Job Duties

Greets all visitors entering the lobby

• Advises employees that visitors are in the front area waiting to be seen.
• Verbally greets and recognizes all visitors coming through the main lobby with appropriate greeting.
• Serves as point of contact for request of records by guardian ad litem.
• Announces all visitors before referring them to go to employees’ offices or workspaces.
• Ensures lobby and front desk is maintained in a neat and organized manner.
• Tracks wait time for screenings and admissions.
• Maintains sign in record ensuring HIPAA compliance and tracking of facility items that have been loaned to the visitor, e.g. keys and badge.
• Ensures visitors sign in.
• Kindly advises visitors of policies as needed, e.g. smoking.
• Ensures that intake rooms are neat, orderly and contact janitorial or maintenance in a timely manner for request.
• Obtains sufficient information from visitors in regards to the nature of the visit and makes the appropriate connection to AltaPointe staff.

Handles incoming and outgoing calls for facility

• Obtains sufficient information from callers in regards to the nature of the call and makes the appropriate connection to AltaPointe staff.
• Assists facility staff in making long-distance calls.
• Answers all incoming calls with appropriate greeting and within a satisfactory number of rings.
• Keeps accurate records of phone repairs needed within facility.

Administrative support duties

• Signs for packages.
• Ensures the front desk is covered at all times during shift.
• Keeps abreast of census.
• Enters IT-Pointes as it pertains to the front desk phone, computer and IT related equipment.
• Adheres to 5-Star Customer Service guidelines.
• Issues key fobs to new employees and vendors
• Activates and deactivates key fobs as requested
• Notifies security and staff of emergency situations in a timely manner.
• Assist with any problems or discrepancies
• Enters maintenance requests for building as requested using software system.
• Operates the paging system and uses discretion when paging.
• Provides information to visitors/callers in relation to the facility.
• Sends HR documentation on meal tickets for payroll by due date.
• Records messages on behalf of employees and communicates messages to employees as needed.
• Maintains and distributes office supplies appropriately.
• Assist with maintaining NHPPD
• Collect fees for replacement key fobs
• Uses discretion in discussions with visitors/callers.
• Assists facility staff with interoffice mail.
• Works with clinical staff to maintain and organize visitation calendars.
• Displays a courteous manner to all visitors/callers.
• Distributes internal and external mail to appropriate staff or department.
• Maintains the employee meal sign-up, collects money from staff for employee meals, and communicates number of meals to kitchen daily
• Keeps abreast of staff whereabouts, facility related activities (like meetings and trainings occurring on site), and calendars to properly connect visitors/callers.
• Maintains and organizes a lost-and-found system.
• Other duties and projects as assigned.

Physical Requirements of the Job

• Must be able to stand for long periods of time, continuously bend, stoop, kneel, crouch, reach and lift at least 10 pounds.
• Standing and walking frequently throughout shift and to various locations in the facility to file charts and put up supplies.
• Lifting and carrying up to 15 pounds to transport small quantity of charts various distances in facility.
• 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.
• Fine manipulation/dexterity to use computer, write and handle medical records paperwork.
• Strong grasp/pinch grip needed to use keys in doors and to handle medical records.
• Grasping to turn keys in doors throughout facility, grabbing files/paperwork
• Any additional duties as assigned by management.
• Forward reaching, overhead reaching and reaching down while filing medical record that can range up to 15 pounds.
• Forward reaching, reaching out to front , and overhead reaching with up to 5 pounds to 15 is performed when filing records and charts.
• Frequent pushing/pulling with a force up to 25 pounds (medical record cart) and doors throughout the facility (5 pounds).
• Continuous sitting (extended sitting) up to 2 hours at a time until break or lunch.
• Lifting various ranges from the floor to overhead throughout the day with up to 15 pounds (medical records and supplies).
• Reaching forward to place paperwork on a document stand.
• Must have visual acuity in at least one eye and manual dexterity.
• Step ladder climbing frequently to access higher shelves for filing and stocking/retrieving supplies.
• Fine manipulation/dexterity for data entry, writing and handling paperwork.
• Sitting can be in frequent bursts up to 10 minutes. Extended sitting can be up to, but limited to 1 hour.

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 (6) months of employment

• Knows AltaPointe’s continuum of care.
• Knows guardian ad litem (GAL) process.
• Uses avatar system.
• Works independently with minimal supervision.
• Uses ShoreTel phone system.
• Knows about community services.
• Uses judgment in carrying out all phases of work.