Receptionist Clerk III

Opening

Full Time 40 hours Range URG 103 Social Work-Patient & Fam Svcs

Responsibilities

GENERAL PURPOSE:

The receptionist provides excellent customer service utilizing the ICARE values to present a professional, friendly atmosphere for the patients, family, and staff that present to the Social Work and Patient & Family Services (SWPFS) Main Reception Desk. With great latitude, the receptionist: gathers precise information; triages patient/family/visitor/staff requests/needs; utilizes independent judgment; troubleshoots; follows through; and accurately records data while adhering to departmental policies. The receptionist also is responsible for administrative duties in support of SWPFS and trains/mentors the SWPFS Receptionist coverage team.

RESPONSIBILITIES:

• Acts as the face of the SWPFS department and the liaison between Social Workers, SMH staff and Patients/Families while delivering excellent customer service. Maintains a professional atmosphere while assisting callers from the high-volume two-line SWPFS ACD phone and walk-in visitors. Precisely and accurately: collects all necessary information to assist SMH staff and Patients and Families; utilizes E-Record to investigate and gather information; prioritizes competing requests; defuses escalating situations; and utilizes a high degree of independent judgement to assess patient/family/staff needs.
• Utilizes sound decision making, triages calls and visitors to assist the caller/visitor, and/or determines the appropriate clinician referral (i.e. nurse, social worker, financial counselor, manager, etc.) Establishes the urgency of the situation and executes necessary action (i.e. transfer the caller, page a clinician, answer question, direct patients to another office, etc.) Follows up when necessary to ensure patient's and family's needs are being met in a timely manner. Coordinates Social Work Daily On-Call System and staff absences to ensure patients are directed to the appropriate staff member. Escalates issues to Directors/Managers when necessary. Determines when Public Safety urgently needs to be alerted in emergency situations.
• Responsible for the security and distribution of program resources (i.e. bus passes, gift cards, food vouchers). Accurately maintains distribution logs for each resource. Inventories and orders Medicaid, Pediatric and General bus passes. Confirms patient/family eligibility for program resources. Distributes resources to patients and families. Determines the distribution of service recovery resources and escalates issues to Directors/Managers when necessary.
• Responsible for inventorying and maintaining Social Worker resource files. Serves as back-up for the Psychiatry Social Work Secretary IV and Social Work Administrative Assistant who support Social Work Associate Directors. Supports program staff with administrative functions including but not limited to: a) Copying; b) Faxing; c) Tubing materials; d) Typing documents; e) Updating and developing spreadsheets; f) Inventorying and ordering office supplies; g) Sorting and distributing mail; h) Coordinating and tracking PDQ Courier Service; i) Scheduling meetings and conference rooms; and j) Updating department staff lists.
• Participates in peer interviews to recruit administrative staff and management team members.
• Maintains the workroom, bulletin boards, mailboxes, waiting rooms, office equipment and conference room. Maintains departmental policies and procedures, emergency manuals and MSDS sheets. Works with Facilities and Environmental Services to coordinate repairs and maintain cleanliness in the SWPFS Main Reception Area. Ensure standards meet the Joint Commission Environmental of Care standards.

Other duties as assigned

QUALIFICATIONS:

• High School Diploma or equivalent required
• or equivalent combination of education and experience required

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University's mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $16.92 - $23.69 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined byconsidering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.