Position: Receptionist
Department: Administrative
Reports To: Administrator
FLSA Status: Non-Exempt
General Purpose
The Receptionist serves as the first point of contact for residents, families, visitors, and staff at the skilled nursing facility. This position is responsible for managing the front desk, answering and directing telephone calls, greeting and assisting visitors, and providing general administrative support to the facility. The Receptionist plays a vital role in creating a warm, professional, and welcoming environment that reflects the facility’s commitment to compassionate, resident-centered care.
Responsibilities
Front Desk & Visitor Services
- Greeting all residents, families, visitors, and vendors in a courteous, professional, and compassionate manner.
- Monitor and manage visitor sign-in procedures, verifying identification and issuing visitor badges in accordance with facility policy.
- Notify appropriate staff of resident visitors, deliveries, and vendor arrivals in a timely manner.
- Maintain a clean, organized, and professional front desk and lobby area at all times.
Telephone & Communication
- Answer all incoming calls promptly, professionally, and courteously; direct calls to the appropriate department or staff member.
- Take and relay accurate messages for staff, residents, and families as needed.
- Assist callers with general questions about the facility, visiting hours, directions, and services; escalate complex inquiries to appropriate personnel.
- Operate paging and intercom systems as needed.
Administrative Support
- Perform general clerical duties including filing, copying, scanning, faxing, and data entry.
- Distribute incoming mail, faxes, and packages to the appropriate departments or individuals.
- Maintain and update facility logs, visitor records, and other front desk documentation.
- Assist with scheduling appointments and coordinating meeting room usage as requested.
- Support administrative staff and department directors with special projects and tasks as assigned.
Resident & Family Relations
- Respond promptly and empathetically to residents and family inquiries, concerns, and requests, escalating as appropriate.
- Foster a customer-service culture at the front desk, reflecting the facility’s values of dignity and respect.
- Assist residents or family members in reaching the appropriate department or team member for care-related concerns.
Safety & Compliance
- Monitor access to the facility, ensuring only authorized individuals enter in accordance with facility security policies.
- Follow and enforce visitor and infection control protocols, including sign-in requirements and any applicable screening procedures.
- Report safety concerns, unusual incidents, or security issues promptly to the Administrator or appropriate staff.
- Maintain confidentiality of resident information in compliance with HIPAA regulations at all times.
Qualifications
- High school diploma or equivalent required; associate’s degree or post-secondary coursework in business administration or a related field preferred.
- Minimum of 1–2 years of receptionist, front desk, or customer service experience; experience in a healthcare or long-term care setting strongly preferred.
- Excellent verbal and written communication skills with a warm, professional demeanor.
- Strong organizational skills and ability to manage multiple tasks simultaneously in a fast-paced environment.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and general office equipment (multi-line phone systems, fax, copier).
- Basic understanding of HIPAA and patient confidentiality requirements preferred.
- Ability to remain calm, patient, and professional when interacting with residents, families, and visitors in emotionally sensitive situations.
- Regular and reliable attendance is required to perform the essential functions of this position.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Primarily sedentary role with extended periods of sitting at a desk and working at a computer.
- Occasional standing, walking, bending, and lifting of objects up to 20 lbs. (e.g., mail, supply deliveries).
- Frequent use of telephone, computer keyboard, and office equipment throughout the workday.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Front desk and lobby environment within a skilled nursing facility with frequent interaction with residents, families, visitors, and staff throughout the day.
- Exposure to a healthcare environment, which may include interactions with individuals who are ill, emotionally distressed, or have cognitive impairments.
- Fast-paced setting requiring strong multitasking, attention to detail, and professional composure at all times.
- Strict adherence to facility policies, HIPAA regulations, and infection control protocols is required.
- The noise level in the work environment is usually low to moderate.
Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.
