Receptionist/Intake

Job Description

Job Description

Location: Downtown, Los Angeles CA

Position Purpose:

Under direction of the Program Manager, the Front Desk Receptionist assumes responsibility for efficiently managing the front lobby desk and serves as a welcoming face and initial point of contact for our organization. This role involves adeptly screening and guiding visitors, promptly handling incoming phone calls, and maintaining oversight of both interior and exterior program spaces. The receptionist operates around the clock, seven days a week, ensuring seamless support.

Program Population:

The Pathway Home Housing Project is a HFH funded program, operated by JWCH. The Team consist of a cohesive team of MSW, case managers, site monitors and other professionals who collaborate to provide housing and critical services to People Experiencing Homelessness (PEH) and those who have previously experienced homelessness. The clients/residents may come with behavioral and/or substance abuse issues. The program utilizes the Harm Reduction Model and we “do whatever it takes” to encourage success of the client.

Principal Responsibilities:

1. Greet and engage visitors warmly and professionally, exemplifying the welcoming face of the Cecil Hotel-Safe Landing site.
2. Skillfully guide and direct individuals entering the front reception lobby to their intended destinations.
3. Enforce boundaries tactfully and assertively, ensuring appropriate behavior and access while maintaining a consistently friendly demeanor.
4. Vigilantly observe and assess behavior in the front reception area, promptly reporting any suspicious or inappropriate conduct to Sheriff security.
5. Handle incoming calls with a positive and respectful manner that reflects positively on the program.
6. Accurately record messages and disseminate important general information to inquiries.
7. Log building status updates, promptly communicating with designated personnel including DHS facilities contact and Program Manager.
8. Regularly conduct hallway and exterior building checks, meticulously logging findings.
9. Utilize security cameras and adhere to established safety and security protocols to ensure a secure environment.
10. Maintain comprehensive monthly safety and required program reports and logs.
11. Share patient information exclusively with authorized personnel directly involved in patient care.
12. Safeguard all documents containing patient identifiers with utmost confidentiality.
13. Proactively identify potential safety concerns and promptly report them to your supervisor.
14. Engage in assigned staff, quality improvement, and in-service training meetings as required.
15. Contribute to safety programs, potentially serving on emergency response teams.
16. Demonstrate courtesy, compassion, and mutual respect in all interactions
17. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
18. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
19. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
20. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
21. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
22. Participate in JWCH’s customer service training called AIDET on an annual basis.
    1. Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
    2. Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.
23. Perform additional administrative tasks as delegated, including, but not limited to preparation of intake documents, facilitation of interdepartmental workflow through regular rounds and check-ins with staff, administrative assistance including documentation for program participants and note-taking for staff meetings, monitoring of email and phone lines to ensure continued communication between facilities and community partners, daily census monitoring and bed management, and oversight of all intakes and discharges from the program.

Requirements:

1. Possession of a high school diploma or equivalent qualification.
2. Completion of post-secondary coursework in fields such as human services, human behavior, or assertive communication is advantageous.
3. A minimum of 2 years' prior experience in roles involving reception or visitor monitoring within public settings.
4. Proficiency in working with diverse socio-economic, ethnic, and cultural backgrounds among clients, patients, and staff.
5. Proficiency in word processing (specifically Microsoft Word) and spreadsheet applications.
6. Currently holding a valid California Driver's License.
7. Demonstrating clear and articulate verbal communication skills.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.