Front Desk Engagement Professional – Springfield


This is routine administrative support work involving a variety of tasks requiring independent work within established policies and timeframes. Work may include compiling, processing and maintaining records, entering and retrieving information, collecting and distributing mail and messages, typing memos, correspondence, reports, and other documents, and other general clerical duties. The employee is expected to have an understanding of specialized terminology. Work is provided under the supervision of a superior; however the employee works independently within established guidelines.


Work may include, but is not limited to, the following examples:

  • Remains alert during working hours; attends work as scheduled and complies with attendance policies.
  • Answers all incoming calls by the third ring. Uses script to respond to inquiries. Directs calls to appropriate staff members or programs.
  • Serves as a receptionist or information clerk; determines purpose of contact; provides general information; directs individuals to proper destination; receives and distributes messages.
  • Provides a high level of customer service. Establishes an effective professional rapport with consumers and guests and receives positive consumer satisfaction reports and positive response from consumers.
  • Provides relief to Intake Coordinator, when necessary.
  • Schedules all consumer appointments and enters into Carelogic system. Books each clinician with appointments, 40 hours per week.
  • Contacts consumers who miss appointments within 48 hours. Reschedules appointments.
  • Maintains updated weekly group schedule with topics identified by counselor, hour, and day, and posts weekly on consumer bulletin boards.
  • Maintains current consumer information on electronic database. Asks consumers to verify contact information when consumers appear for appointments.
  • Collects payments from consumers following established collection policies, assists in reconciling financial records and may make banking deposits when directed.
  • Reschedules appointments for consumers who do not have payment at the time of appointment.
  • Prepares weekly calendar of scheduled activities for clinicians and manager, as required.
  • Prepares class/group rosters for each program offered and ensures that program material and equipment is available for facilitator of the programs.
  • Processes and distributes mail according to established procedures.
  • Prepares office supply and maintenance work orders.
  • Enters, updates, retrieves and disseminates information from computerized records.
  • Reviews documents for accuracy, completeness, and compliance; proofreads completed work.
  • Establishes and maintains filing systems; prepares records for storage and/or archiving. Sorts and files correspondence, documents, and records alphabetically, numerically or by other established methods; removes and returns requested material from files; prepares file folders by subject, name or other headings.
  • Attends staff meetings and training, when required and contributes.
  • Effectively operates standard office equipment i.e. computer, calculator, copy machine, etc.
  • Complies with Dress Code. Dresses in appropriate business attire; is well groomed and is professional in appearance.
  • Complies with agency policies and procedures and internal operating procedures of the Program.
  • Complies with all requirements of HIPAA Privacy and Security Act. Complies with regulations pertaining to the confidentiality of consumer protected health information.
  • Complies with Code of Conduct and Corporate Compliance Policy. Reports violations immediately.
  • Performs other related work, as assigned.


  • Knowledge of office practices, procedures, and equipment
  • Knowledge of business math computations, grammar, composition, and spelling.
  • Knowledge of computer information systems and software.
  • Effective interpersonal skills.
  • Basic skills in keyboarding and use of a personal computer.
  • Good oral and written communication skills that include reading, writing and speaking the English language.
  • Skill in organizing materials
  • Ability to understand and follow directions
  • Ability to establish and/or maintain moderately complex records; use coding and filing systems; and retrieve and compile data
  • Ability to prepare spreadsheets and reports
  • Ability to make and apply routine decisions in accordance with policies and procedures
  • Ability to review documents for accuracy and completeness
  • Ability to complete assignments accurately within specified timeframes
  • Ability to maintain a high standard of ethical conduct; exhibit honesty, integrity and ethical behavior;
  • Ability to handle confidential information appropriately.


  1. Possession of a high school diploma or GED certificate


  1. Three (3) years’ secretarial or office clerical experience.

Vocational/technical training from an accredited vocational or business school in Office Management, Secretarial Science, or a closely related area may substitute on a year for year basis for the required experience.


No candidate may be considered for employment who is, or has been for the past two (2) years under the supervision of Federal, State, County or Municipal Corrections Department nor have any pending felony or misdemeanor charges other than minor traffic charges.

Driving may be required for this position. The successful candidate must have and remain in possession of a valid current driver’s license, automobile insurance, and be insurable under the agency’s motor vehicle insurance policy.

All candidates for employment must meet the established minimum qualifications for employment as identified by the applicable regulatory agencies.

Current certification in CPR and First Aid may be required for this position.

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