Customer Service Associate / Receptionist at Olathe

Job Description

Customer Service Associate / Receptionist

At Consulate Health Care, we’ve succeeded because of our employees – a caring team of highly trained professionals who are committed to providing health services with compassion, honesty, integrity and respect.

From short-term transitional care and rehabilitation to long-term nursing and Alzheimer’s care, you help us achieve excellence by setting and exceeding high standards in healthcare. We are a proud network of people who care for our residents. At Consulate, you can build a challenging and rewarding career with competitive benefits, and a full range of opportunities for professional growth."

Purpose of Your Job Position:

As a Consulate Health Care Customer Service Associate, you are entrusted with the responsibility of caring for our residents, families, coworkers, visitors, and all others; as well as demonstrating in all interactions, Consulate Health Care’s five core values of Compassion, Honesty, Integrity, Respect, and Passion. The primary purpose of your job position is to perform clerical support in an efficient manner in accordance with established procedures, and as directed by your supervisor. You are entrusted to provide innovative, responsible healthcare with the creation and implementation of new ideas and concepts that continually improve systems and processes to achieve superior results.

Job Functions:

As Customer Service Associate, you are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties. Responsible in representing the company in a positive manner while greeting visitors, answering telephones, and directing calls. Works in close coordination and cooperation with all areas of the facility relative to providing quality customer service on a consistent basis. Also provides clerical support to staff as needed. No direct supervisory function. This job description does not list all the duties of the job. You may be asked by the supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description at anytime. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Duties and Responsibilities:

• Receive and follow reception schedule/instructions from your supervisor and as outlined in our established policies and procedures.
• Operate paging/telephone system as required.
• Answer telephones; determine nature of call and direct caller to appropriate individual or department.
• Receive request from within the facility and locate personnel through paging system.
• Receive inquiries and release information in accordance with established policies and procedures.
• Maintain a current file/listing of residents by name and room number, emergency phone members of on-call personnel, department extensions, key personnel, etc.
• Greet visitors. Direct to appropriate office and/or resident room, with tact and courtesy in a professional, positive manner.
• Give directions/information to visitors, guests, residents, sales representatives, etc.
• Offer beverages to visitors waiting for administrative personnel, as appropriate.
• Issue and collect identification badges as representatives sign in/out.
• Report suspicious persons/information to supervisor immediately.
• Receive, sort, and distribute mail as directed.
• Operate computer, copier, office machines, etc., as directed.
• Assist department directors in administrative matters. (i.e., typing reports, correspondence, etc.)
• Agree not to disclose assigned user ID code and password for accessing resident/facility information and promptly report suspected or known violations of such disclosure to the Executive Director.
• Agree not to disclose resident’s protected health information and promptly report suspected or known violations of such disclosure to the Executive Director.
• Report any known or suspected unauthorized attempt to access facility’s information system.
• Accept job applications and forward to appropriate department heads.
• Organize work to be addressed by receptionist on other shifts.
• Announce emergency codes and instructions over public address system required.
• Attend inservice training sessions and other facility meetings, as directed.
• Embrace Consulate Health Care’s five core values of compassion, honesty, integrity, respect, and passion, and incorporate them into one’s daily job function.
• Demonstrate respect and compassion in every interaction.
• Conduct oneself with the highest degree of honesty and integrity in every interaction.
• Demonstrate a passion for caring as evidenced by interaction with co- workers, residents, families, and visitors.
• Create and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the facility.
• Follow all established safety procedures and precautions when operating office equipment.
• Report equipment malfunctions or breakdowns to your supervisor as soon as possible.
• Follow established ergonomics policies and procedures governing lifting techniques, repetitive tasks, and the use of safety equipment and supplies to prevent work-related injuries and illnesses.
• Ensure administrative supplies have been replenished in work areas as necessary.
• Ensure that work/assignment areas are neat, clean, and office equipment is covered before leaving such areas on breaks, end of workday, etc.
• May be trained and assigned to perform the Customer Care Liaison duties as needed.
• Perform other duties, as assigned.

Resident Rights:

• Maintain the confidentiality of all resident care information including protected health information.
• Report known or suspected incidents of unauthorized disclosure of such information.
• Knock before entering a resident’s room.

Job Requirements

Customer Service Associate / Receptionist

Requirements - Customer Service Associate / Receptionist:

Working Conditions:

• Works in office areas as well as throughout the facility and its premises.
• Moves intermittently during working hours.
• Is subject to frequent interruptions.
• Is subject to hostile and emotionally upset residents, family members, visitors, etc.
• Works beyond normal working hours, weekends and holidays, and on other shifts as necessary.
• Is subject to callback during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.).
• Attend and participate in continuing educational programs.
• Communicates with nursing, and other department personnel.
• Is subject to injury from falls, burns from equipment, odors, etc., throughout the workday, as well as reactions from dust, disinfectants, tobacco smoke, and other air contaminants.
• Is subject to pressure from multiple/emergency calls.
• Is subject to exposure to infectious waste, diseases, conditions, etc., including TB and AIDS and Hepatitis B viruses.
• May be subject to the handling of and exposure to hazardous chemicals.

Education:

• Must possess, as a minimum, a high school diploma or its equivalent.

Experience:

• Must possess general knowledge of and demonstrated skills in general office procedures.
• Knowledgeable of proper procedures for handling confidential information.
• Demonstrated organizational skills.

Specific Requirements:

• Must be able to read, write, speak, and understand the English language and possess good communication skills.
• Must possess the ability to make independent decisions when circumstances warrant such action and to remain calm during emergency situations.
• Able to project a professional appearance.
• Must possess the ability to deal tactfully with personnel, residents, family members, visitors, and the general public.
• Must be knowledgeable of administrative practices, procedures, and guidelines.
• Must possess a cheerful personality and be able to work harmoniously with other personnel.
• Must possess the ability to minimize waster of supplies, misuse of equipment, etc.
• Must be able to follow written and oral instructions.
• Must be able to effectively use a 10-key calculator.
• Must not pose a direct threat to the health or safety of other individuals in the workplace.
• Must possess a typing proficiency of 50-60 words per minute.
• Working knowledge of computers.

Physical and Sensory Requirements:

(With or Without the Aid of Mechanical Devices)

• Must be able to move intermittently throughout the workday.
• Must be able to speak and write English language in an understandable manner.
• Must be able to cope with the mental and emotional stress of the position.
• Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
• Must meet the general health requirements set forth by the policies of the company, which include a medical and physical examination.
• Must function independently, have flexibility, personal integrity, and the ability to work effectively with other personnel.
• Must have a pleasant speaking voice.
• Must be able to push, pull, move, and/or lift a minimum of 25 pounds to a minimum height of 5 feet and be able to push, pull, move, and/or carry such weight a minimum distance of 50 feet.
• May be necessary to assist in the evacuation of residents during emergency situations.

Country: USA, State: Kansas, City: Olathe, Company: Consulate Health Care.