Receptionist / Concierge

June 4, 2019

POSITION SUMMARY: Under limited supervision, performs standard and some advanced administrative duties. Greets and signs in all visitors according to facility policy. Directs visitors to the appropriate area or individual. Answers, screens and directs incoming phone calls to the appropriate department and/or individual. Makes appointments and answers inquiries. Will perform both routine and specially assigned administrative duties.

The person holding this position is delegated the responsibility for carrying out the assigned duties and responsibilities in accordance with current existing State and Federal regulations and established company policies and procedures. Work requires some independent judgment and knowledge within department as well as a general understanding of other department functions.

JOB FUNCTIONS: Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

QUALIFICATIONS:

Education: High school graduate or GED equivalent preferred.
Experience: Two years of LTC experience preferred. Strong computer knowledge using Microsoft Word, Excel, Power Point, Publisher, Outlook and the Internet.
Job Knowledge: Strong emphasis on customer service, confidence with continual multi-tasking with constant interruptions, typing at least 40 wpm, filing, use of printer, copy/fax/scan machines, multi-line telephone system, wireless radio system, and office equipment. Be knowledgeable regarding resident rights, confidentiality, and teamwork.
Physical:

Able to lift and carry up to 30 pounds.
Able to push/pull up to 50 pounds.
Able to bend, twist, stoop, kneel.
95% of day is spent sitting; 5% standing/walking.
Cognitive:

Able to read, comprehend, and interpret instructions, policies, and regulations in the English language.
Able to communicate clearly both orally and/or in writing with residents, co-workers, families and the general public. Able to communicate with a diverse audience.
Able to act in a calm and professional manner and handle emergencies appropriately.
Able to function independently, eventually fielding nearly all requests and questions from residents, visitors, family members, staff and vendors.

ESSENTIAL JOB FUNCTIONS:

Maintain safe lobby environment, greet residents, visitors, family members, staff and vendors with a respectful and professional attitude. Provide non-confidential information as requested. Protect confidential information.

Provides excellent and attentive customer service by politely greeting guests and efficiently responding to customer’s needs. Demonstrate empathy about their concerns, while maintaining the appropriate balance of professionalism and confidentiality. Greet all with a smile and be friendly. Make all constituents feel welcome and comfortable.

Answer the telephone promptly, maintaining the following standards, Answer calls within three rings
Politely place incoming callers on hold in order to answer additional incoming calls

Transfer calls to the appropriate party and notify the caller that you are doing so.
Have regular, dependable and predictable attendance. Attend in-services and complete required testing, training, etc. as scheduled.

Manage all front desk duties including, but not limited to: telephones, petty cash management, work orders, resident mail distribution, providing job applicants with appropriate direction, providing potential clients with appropriate marketing materials and retrieving information to be passed on to the marketing department, managing and facilitating resident services, scheduling transportation to appointments for residents, scheduling meeting room space and guest room reservations, completing timely monthly billings for residents’ meals and transportation, etc. Maintain a clean, organized and neat work area, free from clutter.

Understand and have appreciation for the various physical and mental needs and challenges of the residents. Immediately report all unusual symptoms or behaviors to the Nursing Director.

Maintain confidentiality and discretion at all times by following HIPAA policies and procedures. Respect and honor each resident’s right to privacy and refer requests for confidential or medical information appropriately.

Follow written safety procedures when reporting emergencies. Remain calm during emergencies and direct/redirect individuals as appropriate. Notify supervisor or the Executive Director, as needed.

Communicate problems or issues that need improvement to the appropriate person(s). Identify root causes. Ensure proper notification to management staff, as appropriate.

Complete Work Order forms in an accurate and timely fashion, and distribute to the appropriate individual(s). Maintain a log of requested Work Orders.
Support the Executive Assistant and management staff with various administrative projects.
Demonstrate responsibility to fill any downtime with little oversight.
When required, train new employees to be able to provide breaks for Reception staff at the Front Desk.
Job Type: Full-time