POSITION DESCRIPTION | RECEPTIONIST POSITION PUPORSE: The Receptionist has an important role as the face of Opal HealthCare to those who live in, work, visit or contact the care community. This position creates the first impression of the care community. The Receptionist position provides support services in a friendly, discrete and professional manner that is responsive to the needs of residents, team members, visitors, and service providers. The Receptionist is responsible for maintaining much of the information systems crucial to accreditation purposes for the care community. Demonstrate behaviours that support Opal HealthCare’s values. This role reports to an Opal HealthCare (Opal) General Manager (Care Communities without Customer Support Manager). This role reports to an Opal HealthCare (Opal) Customer Support Manager (Care Communities with Customer Support Manager). KEY RESPONSIBILITIES: 1. PEOPLE & LEADERSHIP Organise recruitment process including appointments, interviews, pre-employment medicals, Visa and Police checks. Ensure new team members, volunteers, and regular contractors don’t commence without a police check. Manage confidential team member files ensuring new and existing team member paperwork is completed, signed and filed within 24 hours. New team members require a payroll number prior to commencing employment. Organise and record orientations for new team members and contactors. Ensure education training and personnel matrixes are maintained and up to date and follow up to ensure all team members and contractors meet mandatory annual training requirements. Coordinate training sessions, teaching material, and attendance / qualification records. Schedule performance evaluations, coordinate process & update files. Manage team member enquiries. Demonstrate punctuality and attain excellence in attendance at work. Remain calm and friendly under pressure. Deal effectively with difficult customers. Can be relied upon to carry out allotted tasks efficiently and in a caring manner. Sets priorities, plans and organises tasks. Schedules activities accurately. Promote open communication and a positive work environment in the care community. Covers the Administration Officer and any other administration team duties as required (for leave, breaks and other absences) (Care Communities without Customer Support Manager). Provides relief for any other team members in the Customer Support Team as directed by the CSM (Care Communities with Customer Support Manager). Provide support at other Opal Care Communities within local geographic area from time to time. 2. QUALITY Adhere to all Opal policies and procedures. Supports the General Manager with all legislative requirements necessary (Care Communities without Customer Support Manager). Supports the CSM with all legislative requirements necessary (Care Communities with Customer Support Manager). Manage effective information management systems (both online and paper) within the care community to ensure residents, resident representatives, staff and others have access to relevant information. Provide up to date and accurate data entry and maintain all records required for accreditation or other care community needs. Provide timely clerical support including producing meeting minutes, mail, faxes & newsletters, reports, letters, newsletters, diaries to support the operational needs of the care community. Manages incoming and outgoing mail for the care community. Ensure team member lists and other essential contact details are accurate, reviewed and updated regularly. Ensures all archiving is completed in a timely manner, recorded accurately and archived according to accreditation guidelines. Utilise computer systems and applications to provide efficient and effective support. Compile resident enquiry and team member application packs. Refers any issues, concerns, queries through appropriate channels for resolution. Demonstrate courtesy, appropriate communications with residents, relatives and visitors, co-workers and senior personnel, and adheres to and assists others in maintaining confidentiality and respect for privacy. Acts within Delegated Authority level. 3. MARKETING Ensure that all communication if timely, polite, professional, comprehensive, credible, influential and responsible. Communicate verbally with confidence and clarity. Ask effective questions. Listen actively and respond with empathy. Follow instructions carefully and fully. Understand and respond to non-verbal signals and cues. Phone is manned during breaks or absences from reception. Messages taken are clear and concise and delivered to the appropriate person in a timely manner. Provide the customer service exceptional level of service as the face & voice of the facility. Maintain a neat and well-groomed appearance, and attentive posture. Assess, understand and apply appropriate discretion and privacy needs of situations and individuals. Respond professionally to visitors and callers. Represent Opal in an ethical and professional manner. Supports and acts as an ambassador of Opals values. Provide personal touch in knowing names and interests of residents families. Maintain a complete knowledge of organisational structure, team member names and titles. Provide personalised service to those waiting such as cup of tea with trimmings etc. Greet and attend to resident, team member and visitor enquiries. Clarify customer needs. Provide solutions and support to the customer using in-depth knowledge of company products and services. Assists with resident and resident representative queries / concerns ensuring they are followed up in a timely manner and to the satisfaction of all parties. Enter admission enquiries into database and waiting lists of interested residents or representatives. Ensure the reception and office areas are fresh, inviting, tidy and well presented at all times. Consults with General Manager as appropriate to gain knowledge and understanding of how to proactively promote services available at the care community. 4. FINANCIAL Update daily roster with changes in system ready for payroll. Report all hazards and unsafe work practices and incidents to management. Manage team member replacements to fill daily roster. Maintain annual leave planner weekly. Maintain absence register and tracking, and highlight regular or excessive absences. Orders stationery supplies, printer toners / cartridges and team name badges. Attends to banking Duties, credit card and petty cash. Any other duties as required to support operational requirements. KEY COMPETENCIES: A high level of both written and verbal communication skills. Good organisation and prioritisation skills. An outgoing manner demonstrating warmth, caring, and genuine personal interest. High standards of professionalism, accuracy and flexibility. EXPERIENCE/QUALIFICATIONS: Previous experience working in a reception or customer service position. Minimum 3 year’s experience. Customer service experience essential. Front of house experience highly desirable. Advanced Word and Outlook required. Intermediate Excel preferred. Current suitable police check. POSITION KPI’s: Mystery Shopper results. Enquiry database updated daily. HR & Training Matrix updated weekly. Roster issued 2 weeks in advance. Roster replacement team member cost effectively. Satisfactory levels of customer service feedback. Occupancy target achieved. REFERENCE DOCUMENT: Opal Receptionist Task Guidelines. Other details Job family Administration Pay type Hourly Employment indicator Opal Aged Care (NSW) Enterprise Agreement 2016 Travel required No