Receptionist - Customer Service Representative

1 month ago

Milwaukee, Wisconsin, United States Saint John's On The Lake Full time
Job Summary:

We are seeking a highly skilled and customer-focused Receptionist to join our team at Saint John's On The Lake. As a key member of our front desk team, you will be responsible for providing exceptional customer service to residents, families, visitors, and staff. Your primary duties will include answering telephone calls, greeting and directing visitors, monitoring safety and security systems, and maintaining confidentiality of resident and staff information.

Key Responsibilities:

  1. Answer and direct telephone calls to appropriate individuals or departments.
  2. Greet and provide information/directions to residents, families, guests, visitors, service and sales representatives, vendors, and job applicants.
  3. Monitor and report suspicious persons/information according to procedures.
  4. Monitor and maintain security clearances for residents, contractors, and movers.
  5. Assist residents with signing up or canceling appointments or community programming/outings.
  6. Provide customer service to residents, visitors, and staff by making change, cashing checks, copying, faxing, selling postage, arranging for taxi cabs, Lyft, and other forms of public transportation, and booking reservations for guest suite apartments.
  7. Maintain current listings and directories of residents, including when off-campus overnight by updating documentation daily.
  8. Maintain confidentiality of administration, employee, and resident information.
  9. Accept, sign for, log, and follow other procedures for receiving deliveries for residents and staff.
  10. Perform clerical/record keeping duties as requested; type memos, letters, notices, and reports, complete special projects for department and other departments.
  11. Notify appropriate personnel of admissions, discharges, or deaths as appropriate.
  12. Report equipment malfunctions/breakdowns/unsafe/hazardous conditions to appropriate department, facilitate work orders to the Maintenance Department for residents, employees, and visitors, as appropriate.
  13. Give/receive shift reports by email at the end of each shift; document and share information to be passed along to other Resident Service staff as needed.
  14. Follow up with concerns or items that need attention from shift reports with residents and staff.
  15. Assist in training of new team members and supporting Resident Service team.
  16. Serve as back-up for Scheduler on evenings and weekends to nursing team.
  17. Maintain a neat and clean work area at all times, including personal spaces such as microwave and refrigerator in work area.
  18. Assure that all resident/client rights are maintained at all times. Report any violations or suspected deviations immediately, according to Saint John's policy.
  19. Maintain confidentiality of all departmental and organizational information.
  20. Know and follow existing lines of communication and authority.
  21. Work tactfully and cooperatively with residents, families, visitors, and staff.
  22. Attend in-services, meetings, seminars, etc. as directed.
  23. Adjust schedule or work overtime on occasion to meet the needs of the department.
  24. Assure that each desk is staffed during shift; do not leave the desk until appropriate coverage is secured, for personal breaks and/or lunch periods.

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