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Working Hours:
40 hours/week, Sunday & Monday – Off 2 x 8.30am to 5.30pm, 2 x 1pm to 10pm, Sat – 8.30am to 5.30pm
ROLE SUMMARY
This role will be the first point of contact for clients seeking mental health support.
The primary responsibility is to ensure a welcoming and organized environment, managing front desk operations efficiently which involves handling inquiries, scheduling appointments and assisting clients in a compassionate manner.
Besides the clients, this role will also need to liaise with the counselling professionals who use the Counselling Centre.
KEY FUNCTIONAL RESPONSIBILITIES
1. Reception Duties
Greet clients and visitors warmly, ensuring a welcoming atmosphere.
Answer phone calls and respond to inquiries in a professional manner.
2. Liaison with New Clients
Schedule the first session and reserve a room.
Explain the fee structure to client.
Prepare and ensure the informed consent and contract is sent to and signed by the client before commencement of counselling service.
3. Appointment Scheduling
Manage and schedule counselling appointments for clients.
Coordinate with counsellors & clients as needed to ensure efficient scheduling.
Ensure counselling rooms are readily available after booking.
Maintain accurate and up-to-date client’s initial records.
4. Communication
Answer phone calls and respond to inquiries in a professional manner.
Monitor and respond to emails promptly.
Relay messages and information to the counselling staff as needed.
Communicate effectively with counsellors and other staff/faculty in the College.
Facilitate smooth communication between clients and counselling professionals.
5. Maintain Reception Area, the Counselling Centre and its Surrounding
Keep the reception area and the Counselling Centre clean, organized and inviting.
Ensure informational materials are readily available for clients.
Water and care for the plants surrounding the Counselling Centre.
6. Client Admin Record Management
Assist in maintaining confidential client records eg appointment and intake forms and contracts between the Centre and the clients.
Ensure that client information is entered accurately into the system.
7. Emergency Situations
Follow established procedures in handling crisis situations.
Notify appropriate personnel in case of emergencies.
8. Accounts Maintenance & Payment Processing
Keep proper accounts of income and expenses for the Counselling Centre.
Issue invoices to counsellors and receipts to clients and counsellors where necessary.
Handle payment transactions and issue receipts.
Work closely with billing or finance department as required.
9. Administrative Support
Assist with general administrative tasks as needed.
Maintain inventory of office supplies and reorder as necessary.
Provide necessary monthly statistics and issue monthly invoices for usage of rooms.
Mark & tabulate the psychological assessment scores of clients when necessary. (Training will be provided).
Supervise the assigned student helpers to fulfil their scholarship requirement in the Centre.
10. Social media & Website publicity
Use of social media platforms and website to publicize the services of the Centre.
PRE-REQUISITES
Relevant Diploma in business administration or equivalent; additional qualifications in office administration or customer service a plus.
Strong communication skills in English and Mandarin (spoken, written, and typed), with excellent interpersonal skills.
Proficient in Microsoft Office (Word, Excel, PowerPoint) and familiar with social media platforms and website management.
Able to maintain confidentiality and handle sensitive information.
Mature, sensitive to mental health clients and proactive with a positive, friendly attitude.
Organized, meticulous and able to prioritize tasks with minimal supervision.
Previous experience in a similar role is preferred.
Summary of role requirements:
- Looking for candidates available to work:
- Tuesday: Morning, Afternoon, Evening
- Wednesday: Morning, Afternoon, Evening
- Thursday: Morning, Afternoon, Evening
- Friday: Morning, Afternoon, Evening
- Saturday: Morning, Afternoon, Evening
- 1 year of relevant work experience required for this role
- Working rights required for this role
