An administrative specialist who works at front desk reception as a key member of the support staff team at Student Counseling Services, part of the Office for Student Affairs on the Twin Cities campus. As the first point of contact for the students who utilize our services, the administrative specialist schedules, cancels, and checks-in appointments and consultations, takes calls and answers emails, participates in meetings, communicates with staff and trainees, and performs various clerical tasks as needed–all while helping to create a welcoming, inclusive, and affirming environment.

Position Working Hours: 7:45 am-4:30 pm Monday Through Friday
The Anticipated Pay Range for this position is $41,600-$43,742 annually.

This position will be working full-time in-person on-site at the University of Minnesota’s Twin Cities Campus, unless otherwise directed by the University of Minnesota- Twin Cities COVID Policies and Procedures.

Major Duties and Responsibilities:
1. Assist Clients (55%)

• Providing culturally informed and inclusive reception services to all clients and visitors to Student Counseling Services.
• Greets students and guests and assists with inquiries including checking-in students/guests, assisting with scheduling  and answering relevant questions.
• Schedules, reschedules and cancels appointments for clients via in-person, phone, and email communications.
• Determines eligibility for services by direct inquiry. 
• Assist clients with electronic intake forms and provides guidance for completion. 
• Determines if crisis counseling should be offered.   
• Schedules clients with appropriate counseling staff. 
• Recognize and respond to emergencies and unplanned situations.
• Uses listed pronouns and preferred names, as indicated by the client.
• Consistently maintains a waitlist for clients; contacts clients in a timely manner when openings occur. 
• Instructs clients on use of a behavioral health assessment tool and follows through at each appointment.
• Receives client payments and enters payments into client records. 
• Assists the Records Manager and Office Supervisor with client assessments and client data needs.
• Maintains student room schedules and assists with access to student rooms.
• Maintains the professional appearance of the reception area, as well as, the cleanliness/tidiness of the mailroom.

2. Telephone and Electronic Communication (25%)

• Responsible for answering a multi-line telephone system. 
• Connects calls to appropriate offices, departments and counselors. 
• Takes accurate messages and provides information about resources on and off campus to callers.
• Handle all student information by phone, electronically (e.g. email) or in person with proper awareness of and adherence to rules of maintaining confidentiality.
• Assist in managing departmental email account(s).
• Assists with taking meeting minutes in administrative meetings.
• Send out daily appointment emails with telehealth appointment links.
• Assist clients in navigating any telehealth technical issues.

3. Assist Counselors (15%)

• Provides relevant information to counseling staff that may be helpful in the scheduling and counseling process. 
• Processes survey/evaluation results and incoming client data/paperwork.   
• Orientates trainees and new staff on policies and procedures for the front desk.  
• Responds to counselors’ need for assistance in emergency situations.
• Assists with scheduling meetings both in-person and via zoom.

4. Miscellaneous (5%)

• Creates and maintains documents and materials for the office.
• Provides daily mail distribution, schedules meeting rooms and meeting times, takes inventory and orders supplies, shreds documents, registers students for workshops, etc.
• Various projects and other duties, as assigned.

*This position is represented by a bargaining unit AFSCME Clerical.
 

Essential Qualifications:
High School Diploma/GED and two years of related office, customer service, and/or administrative experience. Training/education may be substituted for some of the years of experience.
Experience with scheduling and maintaining multiple calendars. 
Demonstrated commitment to diversity and serving underrepresented student populations.
Strong computer and software experience, including proficiency in Zoom, Microsoft, and Google Suites (e.g. Gmail, Google Calendar, Google Drive, Word, Excel, etc).
Experience in composing or creating email correspondences, office signs, and office documents, that require basic writing skills. 

Preferred Qualifications:
Demonstrated experience within an academic environment and/or direct service to college students.
Demonstrate experience in providing compassionate customer service that includes care for the well-being of students and working with challenging people dealing with difficult situations.
Experience working independently and collaboratively. 
Independently navigate complex policies and procedures in a hybrid work environment.
Creative problem solving and mutli-tasking skills. 
Experience working in a mental health environment and knowledge of HIPAA (Health Insurance Portability and Accountability Act).

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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