receptionist job description nursing home

Duties and Job Description of a Nursing Home Receptionist

By: Author Joy Nwokoro

Home » Business ideas » Healthcare and Medical » Nursing Home » Staff Management

Nursing homes are a people-focused industry, and the individuals who come through the doors might not be in the right frame of mind to put up with advanced visitor check-in systems.

Most often, you will find that visitors coming to a nursing home are already feeling stressed out, confused, or vulnerable and will require the warmth and intuition that only another human can offer.

This goes to prove how important receptionists are in the healthcare system, especially since they function as the frontline representatives of these facilities.

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However, you will want to note that the duties and job descriptions of this personnel go beyond just attending to phones and greeting visitors.

To ensure you have a proper insight into what they do, below are the duties and job description of a nursing home receptionist.

Welcoming and Assisting Visitors

Since they serve as the first point of contact, receptionists are meant to warmly receive visitors, residents, as well as family members, ensuring to give off a positive first impression.

Aside from that, they are expected to make available the right information and directions to varying areas within the facility, guaranteeing a comfortable and accessible experience for anyone who comes into the nursing home.

Managing Phone Calls

Also, note that receptionists in nursing homes are also tasked with answering and directing incoming calls. They also have to deal promptly and efficiently with inquiries while also transferring calls to the right departments or personnel.

They are trained to take messages correctly and relay all vital information, while further boosting effective communication within the nursing home.

Appointment Scheduling

Receptionists in nursing homes are also tasked with organizing and managing appointment schedules for residents and coordinating with healthcare professionals.

They carry out scheduling works to sustain a structured and organized environment, making sure that residents obtain the requisite medical attention and care at the right time.

Administrative Support

Dealing with administrative tasks, such as sorting and distributing mail, maintaining records, and managing paperwork, is another primary duty of a nursing home receptionist. Aside from that, receptionists can as well help in organizing meetings, and updating databases, while also coordinating the overall administrative efficiency of the nursing home.

Maintaining Security Measures

In a nursing home, security remains one of the most important traits, and as such constant monitoring access to the facility is very vital to guarantee the safety and well-being of residents and staff.

Keep in mind that receptionists play a role in ensuring that only authorized individuals get into the premises, helping to boost the security protocols of the facility.

Crisis Management and Problem Solving

Adequately handling unexpected situations as well as emergencies also falls into the job description of a nursing home receptionist.

These workers are expected to always remain calm under pressure and adhere to stipulated or laid down protocols to deal with crises effectively.

This goes to prove the importance of having problem-solving skills especially when it comes to dealing with inquiries, complaints, or issues that arise from residents, family members, or staff.

Cultivating a Positive Environment

You have to understand the importance of creating a warm and empathetic atmosphere for both residents and their families.

Receptionists are known to be very important when it comes to cultivating a positive environment through their communication and demeanor.

Keep in mind that acts of kindness, including offering assistance or providing comforting words, work to boost the general experience of residents and visitors alike.

Receptionist Job Description for Nursing Home

Job title: receptionist for nursing home, job summary:.

[Your Company Name] is seeking a dedicated and personable Receptionist to join our team at Heavenly Sunrise Nursing Home . The ideal candidate will have strong organizational and communication skills and a passion for providing exceptional service to our residents and visitors. This role is crucial in ensuring smooth operations and maintaining a welcoming environment at our facility.

Responsibilities and Duties:

Greet and assist residents, families, and visitors in a courteous and professional manner.

Answer and manage incoming phone calls, directing them to appropriate departments or individuals.

Handle and maintain resident records, ensuring confidentiality and accuracy.

Schedule and coordinate appointments, meetings, and visitor access.

Manage daily administrative tasks such as filing, data entry, and mail distribution.

Respond to inquiries and provide information about the nursing home services and policies.

Assist with various clerical tasks and support other staff members as needed.

Ensure the reception area is clean, organized, and welcoming at all times.

Qualifications:

High school diploma or equivalent; additional education or certification in office administration is a plus.

Proven experience as a receptionist or in a similar administrative role.

Excellent verbal and written communication skills.

Strong organizational and multitasking abilities.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other office equipment.

Ability to handle sensitive information with discretion and professionalism.

Empathetic and patient-oriented attitude towards residents and their families.

Skills and Competencies:

Outstanding interpersonal and customer service skills.

Attention to detail and problem-solving abilities.

Ability to work independently and as part of a team.

Strong time management and organizational skills.

Work Environment:

The Receptionist will work at Heavenly Sunrise Nursing Home located at [Your Company Address] .

The role requires sitting for extended periods and occasional lifting of light office supplies.

Reporting Structure:

Reports to: Office Manager/Facility Administrator.

Salary and Benefits:

Competitive Salary: $20.00 - $30.00 per hour, based on experience.

Benefits Package Includes:

Health insurance (medical, dental, and vision coverage)

Paid time off (PTO) including vacation and sick leave

Retirement plan with company matching contributions

Life insurance

Employee assistance program (EAP)

Flexible work hours

Professional development opportunities

Discounted gym membership

Application Process:

Interested candidates should send their resume and cover letter to [Your Company Email] . Please include "Receptionist Application - Heavenly Sunrise Nursing Home " in the subject line.

Application Deadline: August 31, 2050

[Your Company Name] is committed to providing high-quality care and services to our residents. We strive to create a supportive and positive environment for both our residents and staff.

Contact Information:

For more information, visit our website: [Your Company Website] or follow us on social media: [Your Company Social Media] .

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Hiring a Receptionist for Your Long-Term Care Facility? Here’s What to Look For

At The Receptionist, we love to tout the benefits of a digital check-in process.

Long-term care facilities, however, really benefit from a friendly face at the front desk. Long-term care is a people-focused industry, and the people who come through your doors throughout the day may not feel comfortable with more modern visitor check-in systems. Perhaps more importantly, though, they may be more likely to be feeling stressed out, confused, or vulnerable and will need the warmth and intuition that only another human can provide.

So, when it’s time to hire a receptionist for your long-term care facility, you should do so slowly and carefully.

Nursing Home Receptionist Duties and Responsibilities

First and foremost, here is a quick rundown of the duties and responsibilities of a nursing home or long-term care facility:

• Greeting and Assisting Visitors: Welcoming visitors, residents, and family members with a friendly and helpful attitude. Providing information about the nursing home’s services, visiting hours, and relevant policies.
• Answering Phones and Managing Inquiries: Handling incoming phone calls, taking messages, and directing calls to the appropriate staff members or departments. Addressing inquiries about the facility, resident status, and general information.
• Check-in and Check-out Procedures: Managing the sign-in and sign-out process for visitors, ensuring they follow the established protocols. Logging visitors’ details and issuing visitor badges.
• Scheduling Appointments: Assisting in scheduling appointments for residents to meet with medical staff, therapists, or other healthcare professionals.
• Mail and Package Handling: Receiving, sorting, and distributing incoming mail and packages. Arranging outgoing mail and packages for pickup or delivery.
• Maintaining Records: Keeping accurate records of visitors, deliveries, and appointments. Updating resident information and ensuring confidentiality of sensitive data.
• Emergency Response: Being prepared to handle emergency situations, such as contacting emergency services or notifying appropriate staff in case of an emergency or security concern.
• Assisting Residents: Providing basic assistance to residents, such as helping them with forms, directing them to common areas, or answering general questions.
• Coordinating with Staff: Communicating with nursing home staff, including nurses, caregivers, and administrators, to ensure effective coordination of activities and information.
• Maintaining Reception Area: Keeping the reception area clean, organized, and presentable. Ensuring that reading materials and other amenities for visitors are readily available.
• Technology and Administrative Support: Utilizing computer systems and software to manage resident records, appointments, and other administrative tasks. Assisting with data entry and paperwork as needed.
• Crisis Management: Being prepared to handle difficult or upset visitors in a professional and empathetic manner.
• Adherence to Policies and Regulations: Ensuring compliance with nursing home policies, safety guidelines, and relevant regulations.
• Cultural Sensitivity: Demonstrating cultural awareness and sensitivity while interacting with residents and visitors from diverse backgrounds.
• Training and Orientation: Assisting new employees or volunteers with orientation to the nursing home and explaining receptionist procedures and protocols.

Qualities to Look For:

Approachability and friendliness.

Receptionists play a special role in any business as the face of an organization, and long-term care facilities are no exception.

First impressions are important , and can make the difference in attracting new residents and keeping existing residents happy by making a good impression on family members and other visitors.

If you get someone working at the front desk who lets a bad mood or a bit of stress completely hijack their ability to greet visitors with a smile, it can have snowballing negative effects on company culture and on the way people experience their time at your long-term care facility.

Friendliness is not just a soft skill, at least in this role. It should be a core competency. In job interviews, look for body language such as good eye contact and relaxed posture, the ability to listen attentively and not interrupt, and the ability to navigate small talk with ease.

Of course, no one can be expected to keep a smile on their face at all times, and part of the job of making sure employees feel satisfied and happy when they come to work is also a responsibility of managers, who must keep receptionists’ workloads and working conditions reasonable, and their pay and benefits competitive.

You could argue that it’s much easier to maintain a friendly demeanor throughout small talk and routine office interactions then it is to maintain a sense of calm and warmth even when visitors may be upset or agitated. Anyone who works in a customer-facing role needs to exhibit a lot of patience and compassion, but we think this is especially true for long-term care facilities employees.

Senior residents may become confused or agitated, especially if your facility specializes in memory care services. There will also be plenty of visitors who will be emotional during their visit due to news of their loved ones’ care or health conditions.

Front desk staff are usually the ones to field such concerns, worries, and emotions firsthand, so they must be relatively comfortable deescalating emotionally fraught situations when they do occur.

De-escalation requires a healthy dose of empathy. People who are upset generally don’t calm down until they feel someone has truly heard their concerns and understands what they are feeling.

You can ask job candidates about how they have handled these kinds of emotional situations in the past, or you can simply observe if they react to the interviewer’s own anecdotes with empathy.

Attention to Detail

Most long-term care facilities put their front desk workers in charge of much more than just visitor check-in and customer care. They may also be in charge of recordkeeping, paperwork, compliance initiatives, and other administrative tasks.

Because of this, you’ll need to hire someone who is organized and fastidious in addition to being warm and empathetic.

The best receptionists employ procedures and protocols to make sure that they don’t lose track of important documents and data.

To look for this skill in the job interview process, you can ask applicants how they’ve handled records in the past, or any time they’ve taken initiative in an organizational sense in an office environment.

You may even be able to devise a simple test by asking them to present how they’d create a process for managing the records that typically come across the front desk.

Willingness to Take Ownership of Safety Initiatives

As we wrote in our post What Does Office Administration Look Like Post-Pandemic? , front office administrators have had to take on a lot of new responsibilities in the era of COVID-19. Many long-term care facilities keep some of the pandemic-inspired policies and procedures for the long-term, as well.

Front desk staff are often the very best choice to protect residents against the threat of disease by screening visitors and enforcing health and sanitation policies.

As the facility’s gatekeepers, receptionists are also ideally suited to manage safety initiatives such as facility evacuation procedures and medical emergency procedures.

For this reason, the best long-term care facility receptionist candidates will understand that their role isn’t a passive one where they just wait for cues from higher ups. They’ll be willing to proactively improve safety and sanitation measures on behalf of residents and visitors.

Ask job candidates about times they’ve taken initiatives in the past, or ideas for how the current policies could be improved.

Comfort with Technology

In the past, receptionists at long-term care facilities may not have had to be particularly tech-savvy, but that’s changing as long-term care facilities embrace the benefits of technology for both employees and residents.

As we wrote in our post on The Future of Long-Term Care Facility Visitation Policies , long-term care facility residents will increasingly expect strong WiFi connections, and their families will increasingly expect to be able to chat with residents via video.

Plus, tech tools like tablet-based visitor check-in apps like The Receptionist for iPad are automating what used to be tedious and error-prone administrative paperwork. Hiring a receptionist who isn’t looking forward to taking advantage of these tools can make front desk management more difficult in the long run.

To assess their comfort level with digital tools, you can ask which ones they use on a daily basis and which ones they’ve used professionally in the past.

Summing up: Blending Great Hires and Great Tech

Adding check-in software to your long-term care facility benefits receptionists and front desk staff by streamlining the check-in process, enhancing security and compliance, automating notifications, reducing paperwork, and providing valuable data insights. It improves efficiency, professionalism, and overall visitor experience, enabling staff to focus on essential tasks and create authentic, empathetic visitor interactions.

If you’re interested in investing in one simple tech tool that makes life easier for both your staff and your visitors, check out our product tour below. 

12-Minute Product Tour

Hosted by Michael Ashford & Tom Foster

Want to see The Receptionist for iPad in action? Let our team guide you through some of the most popular features and functionality The Receptionist for iPad has to offer in this interactive product tour.

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What is a Nurse Receptionist ?

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Nurse Receptionist Job Description Template

Job overview, nurse receptionist responsibilities & duties.

• Greet patients and visitors as they arrive at the facility
• Schedule and confirm patient appointments
• Manage patient check-ins and check-outs
• Maintain and update patient medical records
• Answer phone calls and respond to patient inquiries
• Assist with basic clinical tasks such as taking vital signs
• Coordinate with healthcare providers to ensure timely patient care
• Process insurance documentation and billing information
• Manage patient flow to ensure timely clinic operations
• Provide patients with educational information and resources
• Handle patient complaints and resolve issues promptly
• Assist in inventory management of medical supplies
• Maintain cleanliness and organization of the reception area
• Facilitate effective communication between patients, families, and healthcare providers
• Prepare and process patient discharge paperwork

Nurse Receptionist Qualifications & Skills

• Previous experience in a medical reception or nursing role
• Familiarity with Electronic Medical Records (EMR) systems
• CPR and First Aid certification
• Excellent organizational and multitasking abilities
• Strong interpersonal and communication skills
• Ability to handle high-stress situations calmly
• Detail-oriented with a focus on patient care
• Knowledge of medical terminology
• Bilingual or multilingual abilities
• Experience with healthcare insurance processes
• High school diploma or equivalent
• Certified Medical Assistant (CMA) or Licensed Practical Nurse (LPN)
• Basic knowledge of medical procedures and terminology
• Proficiency in Microsoft Office and basic computer skills
• Strong organizational skills
• Excellent communication abilities
• Ability to maintain confidentiality and patient privacy
• Prior experience in customer service
• Ability to work in a fast-paced environment
• Willingness to learn and adapt to new tasks

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