Front Desk Assistant, BC Centre on Substance Use

Providence Health Care

Providence Health Care

Vancouver, BC, Canada
Posted on Tuesday, August 15, 2023

Reporting to the Observational Research Manager, the Front Desk Assistant, BC Centre on Substance Use operates as a member of a multidisciplinary, collaborative research team. The Front Desk Assistant is responsible for overseeing the operations of the front desk including the management and knowledge of multiple research studies and the daily coordination of study participant appointments. The Front Desk Assistant greets study participants and directs participants to the appropriate research staff, schedules participant appointments, assigns interviewers within rotation, screens participants according to study eligibility, answers participant questions, refers participants to community resources, oversees the coffee drop in and answers the phone. The position enters and maintains confidential personal participant information into computer databases and coordinates and manages outreach efforts. The Front Desk Assistant supports other office duties at a highly active front-line research space as required.

Qualifications / Skills and Education

High school diploma or equivalent is required. Bachelor's degree in health care, social services, social sciences or a related field is preferred. Experience working with marginalized populations such as people with substance use disorders, mental health issues and unstable housing is an asset. Current CPR and naloxone administration training is an asset.

Skills and Abilities

Exceptional communication skills both verbally and in writing.

Excellent interpersonal skills including conflict management/ crisis resolution.

Ability to organize work with attention to detail.

Ability to work independently and in a team setting.

Demonstrated familiarity with Metro Vancouver and community services related to addictions, mental health, and homelessness Downtown Eastside and Downtown South.

Demonstrated computer skills including experience in Microsoft Office Suite (Word, Excel) and proficiency with data entry.

Ability to coordinate and delegate multiple tasks.

Demonstrated ability to establish priorities and meet deadlines.

Demonstrates professional judgment when supporting research participants and referring participants to appropriate community services.

Physical ability to perform the duties of the position.

Duties and Responsibilities

Oversees and coordinates all activities at the front desk that involve study participants maintaining confidentiality of health and research information across the different studies.

Coordinates study participant visits throughout the day for multiple research studies including greeting study participants, directing them to appropriate research staff, scheduling and updating the booking calendar, ensuring appointments are fully booked for the week, assigning interviewers in regular rotation, keeping appointment schedules on time, and maintaining the required number of interviews per day.

Schedules study participant appointments using the booking calendar, answers phones, directs visitors, responds to inquiries and makes referrals to community resources based on guidelines established by the Observational Research Manager.

Maintains knowledge of the different studies and the study criteria provided by the Observational Research Manager and study Research Coordinators. Describes information to participants appropriately.

Screens study participants for eligibility of the different studies according to study protocols, including but not limited to the administration of study screening questionnaires.

Maintains a calm, clean and safe reception area, resolving any conflicts that arise such as individuals wishing to complete study follow up interviews prematurely or without appointments.

Orders all coffee drop in supplies and maintains office supplies such as stationary and forms according to predetermined levels. Arranges for repair and maintenance of office equipment as necessary.

Maintains secure database of addresses, phone numbers and other contact information in accordance with ethical and privacy guidelines governing personal information.

Coordinates outreach efforts and delegates outreach tasks to research staff including managing the outreach records, written and telephone participant follow up under the direction of the Observational Research Manager.

Enters participant contact and research participation data into secure tracking databases in accordance with ethical guidelines.

Performs general office duties including filing, photocopying, and faxing as required.

Performs other related duties as assigned.
Vaccination Flag

As per the current Public Health Orders (Long Term Care/Seniors Assisted Living Provincial Health Order and the Health Sector Order), as of October 26, 2021, all employees working for Providence Health Care must be fully vaccinated against COVID-19. Proof of vaccination status will be required.