Reception (n): the action of admitting someone into a place, group or institution

Reception Team Responsibilities:

Receptionist Duties and Responsibilities:

The receptionist is often the first contact between italk and the clients. In addition to greeting the clients, their caregivers and related professionals, the receptionist also provides administrative support to the entire organization. Key responsibilities include organizing the front desk operations, redirecting mail, email, or other correspondence, and answering and directing incoming phone calls.

The essential duties and responsibilities of a receptionist at italk are as follows:

  • Extend a friendly and welcoming greeting to visitors and maintain a clean and tidy reception area

  • Answer incoming telephone calls, emails, and messages and reply to or redirect them

  • Scheduling for evaluations and sessions and routine maintenance of clinician schedules

  • Take delivery of mail to sort and distribute them

  • Billing to clients/caregivers and insurances

Skills and Qualifications:

Interpersonal and Communication Abilities: Receptionists are expected to have excellent verbal and written interpersonal and communication skills for:

  • In-person communication with clients/caregivers, team members

  • Phone calls, texts, emails or other forms of electronic communication

  • Conflict Management: Reception Team is expected to attempt at diffusing a situation prior to leading to conflict - if it does result in conflict (in which some cases, is inevitable), the client/caregiver is directed to the Director

Customer service: Receptionists are expected to offer the best customer service and capable of handling client inquiries and grievances politely and professionally.

Professionalism: In a fast-paced atmosphere, receptionists must maintain a professional attitude and handle sensitive information discreetly. At italk, ensuring a Neurodivergent-friendly environment is an absolute necessity.

Dependability: Since receptionists are responsible for maintaining the front desk and representing the company, they must be reliable and punctual.

Technical Competence: Receptionists should be capable of using italk’s technical systems: SimplePractice, RingCentral, Google Drive (Chat, Docs, Sheets, Slides), Zoom, Printer.

  • It is the Reception Team's responsibility to:

    • ensure that the waiting room remains safe, well maintained and orderly.

    • Implement italk Notices to the TV - if the TV is not working, please do other means necessary to ensure that the information is being appropriately viewed by the clients: email/mass text, printed and presented, taped outside the door

  • The Reception Team is foundational to the clinic's operations. To ensure good communications within the italk team, it is a requirement that the Reception Team is included in the Weekly Team Meetings, every Mondays at 1 PM.

  • Reception Team is required to attend weekly meetings with the Director to go over:

    • claims and billing

    • waitlist updates

    • any grievances

There’s only so much of the amazing hard work that you do that can be put into writing! If you have any questions regarding a specific situation for conflict management, please rely on your Director for those tough executive decisions.