Lead Receptionist

Job Title: Lead Receptionist

Department: Administrative

Reports to: Executive Director

FLSA Status: Non-Exempt 

Position Summary: In keeping with our organization’s goal of improving the lives of the Residents we serve; the Lead Receptionist is responsible for ensuring the Receptionist team provides superior customer service by acting as the first point of contact for all visitors to the facility. Greets family and visitors, answers general inquiries, assists/directs to the appropriate party, performs clerical tasks and assists with residents needs as needed. 

Principal Duties and Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for ensuring that the receptionist team is properly trained in providing the best customer service possible to residents and all guests.
• Serves as the primary point of contact for reception staff and provides day-to-day guidance and support.
• Assists with training and onboarding new receptionists, including orientation to telephone systems, visitor procedures, scheduling, resident interactions, and company policies.
• Provides ongoing coaching and support to reception staff to promote consistent customer service and professional standards.
• Helps coordinate daily reception coverage and communicates staffing needs or coverage concerns to the appropriate supervisor.
• Identifies opportunities to improve efficiency, communication and the overall experience for residents, families, visitors and staff.
• May be responsible to validate time and attendance in preparation for payroll processing.
• Provides feedback to the supervisor regarding employee performance, attendance, training needs, or other concerns.
• Operate office equipment such as fax machines, scanners, copiers, and use computers for spreadsheet, word processing, database management, and other applications.
• Answer telephones with pleasant demeanor using Oakmont approved greeting, give information to callers, take messages, or transfer calls to appropriate individuals.
• Greet persons entering establishment with pleasant demeanor using Oakmont required greetings, determine nature and purpose of visit, and direct or escort them to specific destinations or appropriate persons according to their needs.
• The Lead Receptionist is responsible for incorporating systems and processes at the front desk at the request of the Executive Director.
• Responsible to assist with keeping track of ancillary charges including, but not limited to, meal deliveries, guest meals, housekeeping charges, etc. at the request of the Executive Director.
• Responsible for tracking residents coming in and out of the community, including keeping an Out of Community report, and communicating this with the rest of the team.
• Responsible for ensuring the Receptionist team is properly trained in handling walk-in tours, lead calls, providing tours, and communicating with the Sales team.
• Mail newsletters, promotional material, or other information/documents using computer, mail, or facsimile machine to ensure timely receipt of information.
• Organizes and maintains reported maintenance work orders received from residents and staff upon receipt.
• Perform administrative support tasks, such type, format, proofread, and recommend revisions on documents and make copies of correspondence or other printed material.
• Distribute incoming mail or other materials on day received and prepare outgoing mail by next scheduled pickup.
• Maintain confidentiality of resident, staff personnel and employment information.
• Meet/exceed established performance goals. Additional performance requirements may be communicated.
• Job Knowledge - Demonstrate a thorough understanding of his/her job processes and procedures. Efficiently use resources (including staff and management) to obtain additional knowledge.
• Cooperativeness -Demonstrate a 'can do' attitude by responding positively to instructions. Follow instructions and work harmoniously with others to complete the job or task.
• Commitment - Commit to his/her job and to the success of the company. Take initiative to offer ideas to improve processes or results.
• Safety - Maintain a safe workplace. Report all unsafe work conditions to the Executive Director. Follow and enforce all safety policies.
• Maximize cost efficiency and productivity in the use of all resources of the department and organization.
• Attend all required department events, staff meetings, and any other job-related functions.
• Attend and successfully completes all mandatory trainings.
• Regular and reliable attendance.
• Perform other tasks as required.
• Ability to work with people with physical and mental disabilities including those using profanity, derogatory language and the like. 

Supervisory Responsibility:

• This position does not have direct supervisory responsibility or independent authority to hire, terminate, discipline, or conduct formal performance evaluations. The Lead Receptionist serves as a resource to reception staff, provides day-to-day guidance, assists with training and coordination, and communicates performance or operational concerns to the appropriate supervisor. 

Required/Desired Qualifications:

Education, Training, and Experience: 

• High School Graduate or GED
• 1-2 years experience in senior living receptionist role preferred

Specific skills, knowledge, and abilities:

• Verbal and written communication skills.
• Interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Analytical and problem-solving skills. Ability to prioritize tasks when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software. 

Other Special Requirements: 

• Tolerate potential exposure to blood, body tissues, and fluids with occasional exposure to hazardous materials and infectious diseases.
• Manual dexterity required to operate modern office equipment.