Supervisor, Receptionist - Full Time (1.0 FTE)

Supervisor, Mental Health ReceptionistFTE: 1.0 (40 hours per week)Req - 1761About Us:The Lindner Center of Hope is a nonprofit, comprehensive mental health center and global leader offering state-of-the-science diagnosis and treatment of the most pervasive mental illnesses of our time.One of the first centers designed as a fully integrated system of care to address deficiencies in mental health care as identified by the Institute of Medicine.Innovative residential assessment, inpatient and outpatient programs in partnership with UC Health serving more than 54,660 patients from around the world.A leader in research and collaborations that are advancing the field and positioning Cincinnati as a national leader in mental health care.We embrace the many talents, skills, and experiences our employees bring to Lindner Center of Hope. Everyone is encouraged to use their unique gifts to express ideas, make meaningful contributions to our programs and genuine connections with patients and family, as well as strengthen donor, referrer and community relations.At Lindner Center of Hope, you’ll have the opportunity for a consistently rewarding career, working for an organization that shares your desire and ability to make a demonstrable difference in the lives of people living with mental illness.Position Summary:The Welcome Center is the initial point of contact for patients at Lindner Center of HOPE (LCOH). The Supervisor, Mental Health Receptionist person talks with callers to determine recommendations for appropriate level of mental health care. Makes referrals to various departments at LCOH, or to outside resources. The position is also responsible for overseeing the day-to-day operations of the Welcome Center, insuring exceptional customer service for all internal and external customers. Supervises the Welcome Center /Operator staff, ensuring that staffing requirements are always met.Welcome Center Major Duties and Responsibilities: Answers telephone lines, provides general information, and accurately determines where to route call. Is a resource of information for all callers, visitors, staff and patients at LCOH. Screens and direct phone calls for Access and Referral Center (ARC) and Residential. Uses good listening skills to coach callers on their specific mental health situation, and to make recommendations on appropriate level of care. Educates callers on when and how to access resources. Provides transition to services at LCOH. If appropriate resources are not available at LCOH, refers callers to appropriate external resources.When working in the Welcome Center, greets all visitors in a respectful manner as they enter the main lobby. Monitors visitor access and issues passes as appropriate. Orients visitors to policies, and works to ensure restricted items are not being taken to the units. This includes property checks and review of restricted items. Prepares the reception area for daily operations, insuring everything is fully operational.Operates computer-based systems such as Easy Lobby , Microsoft Office, and Paycor Scheduling/TimekeepingMaintains AVAYA Phone System Flow and Maintenance and coordinates needed changes with UC Health IT. Operates the welcome center call queue system.Coordinates employee schedules for Welcome Center coverage needs.Provides coaching and feedback to staff, and coordinates regular staff meetings with ARC Director. Trains new employees for the Welcome Center and telephone systems.Monitors and insures that necessary supplies are available.Periodically review protocols for the department, identifying changes or improvements to enhance services. This includes keeping an updated training guide. Updates protocols and policies in coordination with ARC Manager.Monitors performance improvement indicators as required. Pulls and monitors phone reports.Operate specialized office equipment and maintain needed supplies for operation. Works with other departments and attends needed meetings and committees related to Welcome Center Department. (CCHMC, Outpatient Practice)Obtains clinical measurements as directed by ARC staff such as vital signs, height and weight.Performs other duties as assigned.Position Qualifications:High school diploma required. Some education or training in mental health preferred.At least 1 year of experience working in the mental health field preferred.Strong organizational skillsPrior supervisor experience preferredVery strong customer service skills.Basic computer skillsAbility to enthusiastically follow and model the Lindner Center of HOPE mission, vision and values.Physical Requirements:The physical demands of this position are consistent with those performed in a normal office environment, including occasional lifting, carrying, pushing or pulling, and sufficient manual dexterity to operate standard office equipment and ability to use a computer.All candidates extended conditional offer of employment will be subject to a WebCheck (BCI & FBI Fingerprinting). Fingerprints will be submitted to the Bureau of Criminal Investigation (BCI) and the Federal Bureau of Investigation (FBI). The reports from these agencies will include criminal record information. Lindner Center of HOPE will follow the requirements for employment based on the State of Ohio Administrative Code 5122-30-31, and any other regulatory requirements regarding criminal background checks. Lindner Center of HOPE also reserves the right to obtain Consumer Reports and/or Investigative Consumer Reports as defined in the Federal Fair Credit Reporting ACT (FCRA).Lindner Center of Hope is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.