Receptionist, Bilingual (English/Spanish)

Austin, TX (South)
Operations/Health Services – Health Services
Full-Time
Planned Parenthood of Greater Texas offers comprehensive reproductive healthcare services. We are here to educate and care for healthy communities. We believe the needs of our community are greater than they’ve ever been. And that drives us to work harder, aim higher, and expect more from one another. Here, you'll be empowered to make an immediate impact for our organization and clients. 

We offer a competitive compensation and benefits package:

Excellent Medical and Dental Benefit Plans
Retirement plan and employer match
Generous Paid Time Off   
Plus Additional Benefits

Position Title: Receptionist, Bilingual (English/Spanish)
Location: South Austin, TX
Reports To: Health Services Regional Director
Grade:  N-2
Employment Status: Non-exempt, Full Time

Summary

    • This position will serve as the receptionist at a Planned Parenthood multi-facility office.  Serves visitors by greeting, welcoming, and directing them appropriately; notifies affiliate personnel of visitor arrival; maintains security and telecommunications systems.  The receptionist must demonstrate a willingness to assist visitors and clients. Understands and complies with organization and health center protocols, policies and procedures.  In addition, follows organization risk management and safety procedures.  Ensures customer service and compliance standards are maintained.  Abides by the organization’s mission in performing job duties.  Demonstrates an understanding of and commitment to quality care and excellent customer service.

Essential Job Functions and Expectations

    • Performs a variety of responsibilities including but not limited to:  greeting clients and visitors promptly and in a welcoming manner,  directing visitors and clients to appropriate areas of the building.
    • Performs the following receptionist duties as requested:
    • Screens patients for appointments and conducts initial check-in.
    • Answers phones in a professional and courteous manner; provides directions to health center, hours of operation, types of services offered, and takes messages.
    • Places reminder phone calls for scheduled appointments.
    • Visually inspects visitors/clients and packages entering and leaving the facilities.
    • Receives, sorts, and forwards incoming mail.  Coordinates the pick-up and delivery of express mail services (FedEx, UPS, etc.).  Notifies recipient and ensures mail and packages are delivered to appropriate recipient in Administration or Health Center.
    • Controls any of the following access to building: front door, reception, back entrances, delivery doors, etc. Issues visitor badges in accordance with security procedures.
    • Promptly reports suspicious encounters to Security and supervisor and prepares incident reports per agency protocol.
    • Observes security cameras and grounds, secures building at end of shift.
    • Provides contraceptive supplies as ordered by the clinician and specific instructions per health center protocols.
    • Maintains a safe and clean reception area by complying with organization protocols and regulations.
    • Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
    • May assist with other related clerical duties such as photocopying, faxing, filing and collating.
    • Provides clerical support for projects in areas of Administration or Health Services.
    • Practices a customer-oriented approach as demonstrated by interactions showing respect, knowledge, responsibility, compassion and access to care.
    • Provides information about medical services and referrals in a non-biased, non-judgmental and non-directive manner
    • Provides and explains appropriate forms to clients to ensure accurate completion and understanding of all forms, ensuring that clients with limited English proficiency receive information in the language which they best understand.
    • Maintains patient confidentiality at all times, using appropriate guidelines on release of information.
    • Adheres to agency handling revenue policies.
    • Charges clients appropriately for pharmaceuticals received. 
    • Understands and complies with regulations from all governing entities and health center protocols including but not limited to Patient Rights, Child Abuse identification and reporting, infection control, laboratory protocols, emergency evacuation, risk management, and OSHA safety standards.
    • Demonstrates a capacity to implement an assigned role in emergency evacuation procedures.
    • Actively participates in organization and health center trainings and staff meetings.
    • Reports customer feedback (including positive comments and concerns) to management to continuously improve the customer experience. 
    • Completes employee training for handling of situations involving conduct that endangers the welfare of minors, including mandatory reporting requirements.
    • Provides contraceptive supplies as ordered by the clinician as per health center protocols. Provides specific instructions on each patient’s selected birth control method.
    • Obtains and maintains certification for Basic Life Support (BLS) when required.
    • Has unrestricted access to client protected health information (PHI) on paper and electronic forms for purposes of treatment, payment, and/or healthcare operations.  The use of a client’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual client.  Disclosure of any client information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid authorization.
    • Ensures achievement of agency goals, vision and mission. 
    • Other related duties as assigned.
    • Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Minimum Education

    • H/S Diploma or equivalent. 

Minimum Experience

    • 1 year of experience (or equivalent education) in customer service, healthcare or social services environment.  Customer Service experience is required.  Electronic Practice Management system or Electronic Health Records system experience preferred (EPM/EHR).

Agency Standards

    • Must have excellent computer skills with knowledge of Microsoft Office applications and the Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. 

Required Knowledge, Skills & Abilities

    • Fluency in Spanish/English required (if a job requirement it is documented in your employee records and periodic assessments of fluency will be performed).
    • Strong organizational skills and ability to multi-task.
    • Ability to work office/center hours of operation.
    • Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
    • Excellent oral and written communication skills with patients and staff in all areas, including administrative, clinical, and non-clinical center staff.
    • Must be pleasant, courteous and helpful.
    • Requires an understanding of and commitment to quality healthcare and excellent customer service.
    • Demonstrates cultural and linguistic competence.
    • Ability to work effectively as a team member.
    • Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
    • Ability to effectively use organization’s computer systems.
    • Be discrete and safe guard confidential information.
    • Possess integrity and compliance – can be relied upon to act ethically.
    • Affiliate Knowledge:   Understands the mission and structure of the affiliate and exhibits agency’s core values. 
    • Organizational Commitment: Demonstrates an ability and willingness to align one’s own behavior with the needs, priorities and goals of the agency.
    • Quality Service: Looks for ways to continuously improve service provided to clients, co-workers, donors, volunteers and the community.
    • Recovery Skills:   Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
    • Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
    • Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
    • Teamwork: Able to develop cooperation and work collaboratively toward solutions which generally benefit all involved parties.
    • Process Improvement:  Understands core work processes; identifies process opportunities and issues; seeks information to understand the gap between current and desired performance; works effectively with others to identify and implement improvements; continuously works to improve returns for the client and the organization.
    • Advocacy: Supports others and actively contributes to Planned Parenthood’s success; celebrates others’ successes; collaborates across functions and departments to meet internal and external client needs. 
    • Adaptability or Flexibility:  Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
    • Integrity: Builds trust and matches actions and words.
    • Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
    • Celebrates and exemplifies the core values of our organization:  Respect; Honesty, Integrity & Straightforwardness; Advocacy for the Poor; Quality Service; and Creativity within the context of Best Practices.

Other

    •  Diversity creates a healthier environment: equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of race, color, creed, ancestry, national or ethnic origin, religion or belief, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, citizenship, physical or mental disability, age, past, present or prospective military service, HIV status, family medical history or genetic information, socio-economic circumstances, language spoken, or any other characteristics protected by law (“Protected Characteristics”). We maintain a drug-free workplace. Should be pleasant, neat, and well-groomed in representing the agency to the general public.

Essential Physical Requirements/Working Conditions

    • Must be able to bend, stoop, kneel, crouch, reach, and grasp.  Must be able to stand, particularly for sustained periods of time.  Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to push/pull.   Must be able to work primarily with fingers such as picking, pinching, or typing.  Must be able to perceive attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.  Must be able to talk such as convey detailed or important spoken instructions to other workers accurately.  Must be able to hear such as the ability to receive detailed communication orally.  Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers.  Subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, or exposure to infectious diseases. Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.  Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.  Office environment.