Summary/Objective 

In keeping with our organization’s goal of improving the lives of the Guests we serve, the 

Receptionist is responsible for providing superior customer service by acting as the first point of 

contact for all visitors to the facility. The Receptionist will be responsible for answering 

incoming calls, directing calls to the appropriate persons and mail distribution. The 

Receptionist also supports multiple departments by providing general office/clerical support. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform 

the essential functions. 

1. Operate multiline telephone and paging system. 

2. Answer incoming calls, determine the nature of the call and route the call to the 

appropriate party. 

3. Locate personnel by using overhead paging system. 

4. Greets and directs all visitors to the facility, ensures that all visitors sign-in and refuse 

visitor’s entry to the facility if needed. 

5. Reports suspicious behavior to the supervisor on duty. 

6. Responds to inquiries regarding job openings and distributes job applications to 

perspective employees. 

7. Receives, sorts and forwards incoming mail. Coordinates the pick-up and delivery of 

express mail services. 

8. Responsible for reporting all guest and Guest concerns to the appropriate department 

head. 

9. Maintains a list of all Guests by name and room number, staff extension numbers and 

key personnel. 

10. Handles sensitive information regarding Guests and other facility matters with 

professionalism and confidentiality. 

11. Works in an organized fashion and keeps lobby and workstation clean and free of 

hazards at all times.

12. Reports all hazardous conditions, damaged equipment, accidents/incidents and supply 

issues to the supervisor. 

13. Assure that established infection control and prevention practices and standard 

precautions are maintained at all times. 

14. Follow established safety precautions when preforming tasks and using equipment and 

supplies. 

15. Maintains the comfort, privacy and dignity of Guests and interacts with them in a 

manner that displays warmth, respect and promotes a caring environment. 

16. Communicates and interacts effectively and tactfully with Guests, visitors, families, 

peers and supervisors. 

17. Ensure each Guest receives person centered care. 

18. Answers and responds to call lights promptly and courteously when working in Guest 

care areas. 

19. Attend and participate in departmental meetings and in-services as directed. 

20. Respond to special requests made by guests, Guests and family members. 

21. Recognize your role as part of the Quality Assurance and Performance Improvement 

(QAPI) efforts of your organization. 

22. Attend trainings to build understanding and capacity to undertake QAPI work. 

23. Carry out QAPI roles and responsibilities as assigned. 

24. Follow established policies and procedures in support of QAPI efforts. 

25. Any noted opportunities for improvement will be shared with leadership in the 

organization. 

26. Communicate to leadership upon witnessing a positive outcome of a QAPI project or 

detecting barriers preventing project success. 

27. Support QAPI efforts both verbally and non-verbally (i.e., via actions and attitude), 

including adjusting performance and practice in accordance with QAPI initiatives and 

findings. 

28. Participate in compliance trainings as scheduled and adhere to compliance plan. 

Work Environment

This job operates in a health care setting. This role routinely uses standard office equipment 

such as computers, phones, photocopiers, filing cabinets and fax machines. This role may also 

come into contact with patients who may have contagious illnesses.

Physical Demands

The role is largely sedentary; however, some miscellaneous tasks might be assigned which 

would require the ability to lift, open filing cabinets and bend or stand as necessary. 

Position Type and Expected Hours of Work

This position is part of a health care facility that is open 24 hours a day, 365 days a 

year. Rotating shifts as well as holiday and work during inclement weather will be required. 

Travel

No travel is expected for this position. 

Required Education and Experience

High school diploma or equivalent. 

Preferred Education and Experience 

One year experience in a customer service role.