Reception

The responsibilities of the Receptionist include, but are not limited to, fulfilling the company’s mission, vision, and core value statements while achieving census, revenue, and profit goals as well as building and maintaining valuable referral relationships within the senior care community.  The Receptionist’s important role consists of effectively marketing the community so that census and revenue goals are met on a monthly basis by delivering good first impressions and building a positive reputation.

POSITION OBJECTIVES

• Ensure that company’s mission statement is successfully fulfilled
• Meet or exceed financial and census goals
• Succeed in maximizing revenue and minimizing expenses
• Foster a culture of compassion and people-focused care
• Construct positive relationships with all senior-care professionals and in the community
• Build the business for long-term success
• Protect the business from potential liabilities and risks

DUTIES AND RESPONSIBILITIES 

Administration

• Manage the company and resident mail
  • Receive and return the postal bin
  • Sort and distribute resident and company mail
• Help create a positive environment, which encourages creative, positive problem solving and overall job satisfaction for team members
• Aid in developing a strong team which fosters interdepartmental cooperation

Customer Service

• Greet the public in a polite and professional manner at all times
• Work closely with customers (family members and POAs) to ensure satisfaction
• Build the community’s reputation through incredible customer service
• Foster positive customer experience
• Answer incoming calls in a professional and friendly manner and take accurate and complete messages and alert appropriate department directors
• Transfer calls to appropriate departments as applicable
• Use friendly vocabulary: Certainly, yes, may I, no, absolutely, (don’t use: Can I, yea, nah)
• Sell meal tickets and special event tickets (if applicable)
• Monitor lobby and visitors
• Observe and uphold resident rights at all times
• Relate to the public and residents in a courteous, empathetic, and cooperative manner
• Work with team members in all departments to ensure an enriching living experience
• Keep environment clean and safe
• Perform other related duties as assigned

General

• Help keep all residents and family members happy, healthy, and safe
• Assist where needed to help create a warm and loving environment for community residents
• Foster a culture of compassion and person-center care that is inspirational, positive, and motivating
• Build unity, loyalty, and accountability among all team members
• Help keep building and grounds clean and attractive to maintain an inspirational and enriching environment

FINANCIAL EXPECTATIONS

• Generate revenue to meet and exceed business goals
• Minimize expense by ensuring community team payrolls are in budget
• Minimize expense by ensuring supply expenses are in budget
• Take action to ensure company is maximizing profits and operating lean

SPECIAL DEMANDS

• High school diploma or equivalent
• Must have good physical and mental health
• Must possess an upbeat, positive, flexible, and enthusiastic personality and be congenial with fellow team members, residents, and the general public at large
• Must be honest, dependable, and exhibit unwavering integrity
• Must maintain proper hygiene
• Must be professional in dress and presentation
• Must be willing to be active and on feet during the entire work day
• Must be able to effectively communicate in standard English both verbally and in writing
• Must be capable of following oral and written instructions
• Must have the ability to use own judgment and initiate daily activities
• Must be a mature individual
• Must possess the ability to multi-task in a fast paced environment and perform a variety of tasks, often changing assignments on short notice
• Must have strong organizational skills, as well as the ability to prioritize and meet deadlines
• Must be detail and team work orientated
• Must attend required in-services/workshops to further education of skills and community requirements
• Must be drug free and submit to a urinary analysis drug screen upon hire and randomly
• Must be able to pass a criminal background check upon hire if not in possession of valid Level One Fingerprint Clearance card
• The team members shall be responsible for maintaining the integrity of American Care Concepts
• Must have the ability to lift, push or pull 40lbs or more
• Must have the ability to bend, stoop, kneel and reach
• Must be able to stand on ones’ feet for a minimum of 8 hours at a time

WORKING PARAMETERS

• According to schedule
• Must take schedule meal breaks
• Extra hours required in accordance with resident and shift needs
• All overtime must be approved by Executive Director (ED)
• Clocking in and working, other than what is scheduled or approved by BOM, is not acceptable

BENEFITS

• Health Benefits
  • Full Time Team Members (30 hours per week) – eligible for benefits starting the 1^st of the month proceeding 60 days of full-time employment
• Paid Time Off (PTO) - for full-time team members (30 hours per week)
  • PTO calendar year accrual applied each pay period
    • Level of accrual- 1.67 hours per pay period (1 week per year)
    • Calendar year cap of 40 hours
  • PTO is accrued from date of hire but cannot be used until after your 90-day introductory/probationary period
  • Accrued PTO is forfeited if employment is terminated, or employee resigns without proper written notice (14 days)
  • Time off requests must be initiated in team member’s individual iSolved account and approved by supervisor to received PTO.  Time off request(s) will be accounted for in one of two ways:
    • If there is a positive PTO balance, the missed days will be deducted from that accrued balance
    • If there is a zero PTO balance, the missed day(s) will be unpaid PTO time
  • If time off is taken without a written approval from supervisor, the time off will be deducted at a rate of 1.5x from the PTO balance or from employee’s salary (ED and/or HR Director will determine which)
    • Termination may result, at the ED and/or HR Director’s discretion, if time off is taken without proper approval