Administrative Receptionist

    • Job Tracking ID: 512365-646320
    • Job Location: Petaluma, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: August 24, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eight-time award winner in the North Bay Business Journal’s Best Places to Work for 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of '2015 Healthiest Companies in the North Bay' by the North Bay Business Journal.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

For more information about us, please visit us at www.phealthcenter.org.

Position Title: Administrative Receptionist

Summary: The Administrative Receptionist is responsible for welcoming patients and visitors and delivering exceptional customer service assistance. The Administrative Receptionist is responsible for promptly answering calls, phone coding, and navigating clients and customer needs.

Areas of Responsibility:

  • Responsible for greeting patients/clients, identifying their needs and driving a positive patient customer service experience both in person and over the phone
  • Answer and direct heavy call volume of phone calls from patients/guests and outside providers
  • Listen and obtain information from callers in a professional, systematic and organized manner
  • Direct calls and guests as needed to appropriate areas and extensions based on protocol and policies
  • Prioritizes incoming requests and re-assigns or escalates appropriately
  • Identifies, interprets, analyzes and researches issues and seeks resolution to meet patient and client expectations
  • Utilizes existing knowledge, internal training and system resources to provide support to PHC employees, patients, organizational partners, clients and customers
  • Contact staff to assist clients or visitors using vocera, chat, email and phone as appropriate
  • Take messages, suggestions, and complaints and contact appropriate personnel when needed
  • Create telephone encounters, messages, email, notations and assign properly to staff in eCW and other systems
  • Assist with scheduling appointment requests from outside provider office following scheduling policies and guidelines
  • Phone functionality (answer phones, park calls, transfer calls, conference calls, vocera)
  • Prompt follow up of telephone encounters/actions
  • Assist in being an education hub and resource to direct employee inquiries and assist in orientation
  • Perform other duties as assigned by Supervisor and/or Manager

Experience and Skills:

Desired Skills:

  • Dynamic, energetic, forward thinking and creative individual with high standards and the appropriate professional image
  • Ability to gather and organize information, to compose letters, emails and correspondence requiring independent judgment
  • Maintains excellent problem solving and critical thinking skills
  • Independent thinker with ability to troubleshoot day-to-day events
  • Ability to appropriately manage highly sensitive and confidential information
  • Appropriate sense of urgency
  • Flexible and proactive - versatile, flexible and willing to work with changing priorities
  • Demonstrated ability to prioritize tasks with the ability to adapt and accommodate frequent interruptions
  • Strong organizational skills, is proactive and has exceptional attention to detail and follow through
  • Excellent verbal and written communication skills
  • Exercise sound judgment and discretion
  • Independently assess and resolve complex situations
  • Must possess problem solving and critical thinking skills
  • Multi-tasker
  • Works well independently and without supervision

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish, both written and verbal required.

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records and web applications. Ability to type 35 WPM.

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.

  • Movement within health center complex environment repeatedly throughout the day
  • Ability to write by hand, use phone, use computer keyboard and mouse extensively to perform general office functions
  • Manual wrist and finger dexterity and wrist-finger speed sufficient to perform repetitive actions for extended periods of time
  • Ability to effectively communicate by hearing continuously and speech in a manner which can be understood by a diverse population
  • Ability to give and follow verbal and written instructions with attention to detail and accuracy
  • Must have visual acuity near and far (20 inches to 20 feet), depth perception, field of vision, ability to focus on an object, ability to identify and distinguish colors
  • Ability to sit or stand for extended periods of time (minimum periods of one (1) hour at a time)
  • Ability to frequently walk, bend, squat, stoop, kneel, twist, crouch, and climb with the use of a step stool
  • Ability to grasp, hold and pick up and reach with hands and arms
  • Ability to frequently lift and or move up to fifteen (15) pounds
  • Ability to occasionally lift and carry up to thirty-five (35) pounds (periodic lifting of supplies or equipment)
  • Ability to coordinate multiple tasks simultaneously
  • Ability to travel to and from other health center sites and community locations