Las Vegas
Job Description Summary Duties and Responsibilities: Perform a wide range of general office duties, including assisting with resident file recertifications and heavy customer service. Act as a liaison for residents and manage all front office activities involving residents, visitors, and staff members in a way that supports HAND Senior Living’s mission statement. This position is a key role in representing the initial image of our communities to residents, family members, visitors, vendors, and potential future residents. This position frequently needs to perform multiple tasks at the same time. Essential Functions and Work Duties: The following essential functions of this position are performed personally, in cooperation with the supervisor, and/or in coordination with other staff. Additional work functions and duties may be assigned. General Office: Provide a highly efficient administrative service, while portraying a professional and patient demeanor even during stressful/busy activity at the front desk reception area. • Answer phones, direct calls to correct individuals, and document messages. Ensure messages are documented with full and accurate information and get the message to the team member timely., • Monitor and ensure accurate LOA (Leave of Absence) reporting on a weekly and monthly basis to Accounting Department, Leadership, and VP of Assisted Living., • Serve mail, prepare outgoing mail, and maintain resident in and out logs, visitor logs, as well as outside agency logs as directed. Ensure all residents, visitors, and outside agencies are signing in when they present to the community as well as sign out when they leave the community., • Provide visitor meal tickets to families and visitors as requested. This requires general cash transactions and entering of billing into Yardi systems., • Carry out clerical duties for employees and leadership, such as copying, faxing, filing, scanning, logging items into the Electronic Health Record (EHR). Perform data entry into the Client Relations Management (CRM) and Electronic Health Record as directed by your supervisor and/or leadership team. Perform data entry of all work orders in the community and communicate daily with the Maintenance Department to know about requests that have been completed., • Prepare paperwork for new personnel as directed by the leadership team. Maintain an accurate listing of all employees, their date of hire, position, and a contact phone number, and keep available at the front desk reception, as required under the Nevada Administrative Code (NAC)., • Ensure good communication with the property accountant and process invoices to residents and families every month by printing them, and either mailing, personally handing out, or sending via email timely, at least one week before the first of the next month., • Maintain and ensure that each resident has correct contact(s) information, such as a name, address, phone number, email, and relationship status is in each record in the Yardi. Updating these records when a family member moves or gets a new phone number., • Ensure the front desk reception is manned and the main telephone lines always have coverage between the hours of 8:30 a.m. to 6:00 p.m. Notify your supervisor when front desk reception coverage is needed, such as coverage for lunch and rest breaks, so he/she can cover or find coverage during this time to ensure front desk coverage requirements are met., • Maintain the lobby area to ensure it is free of debris and always looks clean and presentable. Ensure the front desk reception area is free of clutter, items are stored away, and that no resident or protected health information is sitting out unattended. Disinfect the front desk reception surfaces with disinfectant wipes at the start of your shift, returning from lunch, and again at the end of your shift. Administrative/Re-certification Files: Perform re-certification of resident files and abide by all Tax Credit compliance regulations. • Be able to assemble a compliance file with minimal assistance for residents that are required to complete annual recertification., • Directly conduct household qualification procedures under the Low-Income Housing Tax Credit (LIHTC) program by assisting AL residents with completing recertification paperwork, including obtaining a signature. Communicate with family members to assist the process of getting the recertification file completed for submission., • Complete annual Fair Housing training initially upon hire and annually thereafter., • Review and have a basic understanding of the lease agreement with our assisted living residents. Marketing: Provide Marketing support to the community as directed by your supervisor or the leadership team. • Welcome visitors and be sincere. Perform all duties and interactions with a customer service focus, always keeping the resident’s or family member’s perspective in mind, trying to exceed expectations. Welcome residents and family members and ensure that their time in the reception area is a positive experience., • Perform tours of the community to prospective residents and their families as directed by your supervisor or the leadership team, which includes walking them through the various general areas throughout the community and showing them a specific unit that they are interested in. Obtain all contact information, which includes full names and phone numbers, and once completed, get the information to the Director of Community Relations within 24 hours after the tour. Resident and Family Relations: Act as a liaison and resource for new and continuing residents. • Interact with residents, family, and friends creating a home-like environment., • Become familiar with the residents' individual needs., • From 7:30 am. To 8:30 a.m., interact with residents in the dining room by tabling touching (walking from table to table), checking in on their service and how things are going, and pouring/refilling beverages. Communicate with Food & Dining employees, during this coverage, any resident concerns/issues/requests., • Document any concerns or complaints as expressed by a resident, family member, or visitor, and notify your supervisor of the concern within 24 hours to ensure timely follow-up has been provided. Refrain from sharing personal opinions or any negativity surrounding the concern(s)., • For any resident or facility occurrence, complete an incident report, required under the NAC, and give to your supervisor within 24 hours of the occurrence. For any injury, damage to the community, or other serious/critical event, also call your supervisor immediately. Recording and Distribution: • Assist with word processing the newsletter as directed., • Assist with distributing the monthly newsletter, calendars, and any general information to residents and families, or additional items as directed by your supervisor., • Type and amend any daily or weekly dietary menus as directed by your supervisor or the Executive Chef. Distribute weekly menus to residents as requested., • Check the mainline and cell phones frequently and transcribe any voicemails that have been left. Delivery messages to personnel timely. Confidentiality: Maintain confidentiality of all communication between the community and outside of the community. Maintain confidentiality of internal systems, protocols, and community operations by not communicating items in these areas to residents, family members, visitors, or vendors. • Do not share any protected health information (PHI) to anyone unless directed to do so by your supervisor or leadership team, via verbal communication, mail, or fax machine., • When confirming resident appointments via the telephone, ensure that you have established that the inquiry is valid by asking for the resident’s date of birth or unit number before confirming., • Do not discuss any resident PHI at the front desk reception, lobby area, or any general area within the community in which the residents or non-employees could be privy to this information. Other Functions and Work Duties: • Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness., • Perform tasks which are supportive of the essential functions of the job, but which may be altered or re-designed upon individual circumstances by your supervisor or licensed Administrator., • Perform other office duties as directed by your supervisor., • Ensure the confidentiality of all information., • Coordinate specific work tasks with other personnel within the department as well as with other departments to ensure the smooth and accurate flow of information., • Perform other duties as from time-to-time may be determined necessary for the well-being of the overall operation. Qualifications and Skills Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: • Must be eighteen (18) years of age or older and have a High School Diploma or equivalent., • Minimum of one to two years of general office experience., • Must obtain a Food Handler Safety Training Card (Health Card) within thirty (30) days of employment and maintain a current and valid card thereafter., • Must obtain Cardiopulmonary Resuscitation (CPR) and First Aid training prior to or within thirty (30) days of employment and maintain a current and valid card every two years thereafter., • Must obtain a Sheriffs Work Card within thirty (30) days of employment . Personal Performance Requirements: • Ability to read, write, and speak English. Communicate accurately and clearly, both verbally and in writing, with employees, residents, family members, visitors, and vendors., • Work effectively on a team showing respect, tact, and cooperation., • At times, must have the ability to work independently with minimal supervision., • Take oral, written, and inferred instructions, as well as accept constructive feedback and use it to improve job performance., • Demonstrate the ability to multi-task and be flexible in work habits., • Prioritize tasks effectively and stay productive throughout the entire shift., • Must be detail-oriented and organized., • Employ logic and common sense in decision-making skills., • Display a good sense of humor and a positive attitude., • Do not discuss the internal operations of the community with residents, resident family members, or visitors at any time., • Must be an Ideal Team Player and follow our organizations core values. Physical Requirements: • Body agility is important: maintaining body equilibrium to prevent falling when walking, standing, or crouching., • Lifting: raising objects from a lower to a higher position or moving objects horizontally from position-to-position., • Stooping - frequently bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles., • Kneeling - frequently bending legs at knees to come to rest on knee or knees., • Reaching - frequently extending hand(s) or arm(s) in any direction., • Handling - frequently seizing, holding, grasping, turning, or otherwise working with hand or hands., • Regularly required to use hand to finger, handle, or feel, reach with hands and arms, and talk or hear using the telephone, computer keyboard, and mouse while seated at a desk., • Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus., • Medium work: Exerting up to 50 pounds of force occasionally, and/or up-to 20 pounds of force frequently, and/or up-to 10 pounds of force constantly to move objects., • The worker is not substantially exposed to adverse environmental conditions., • Walking: Moving about on foot to accomplish tasks, particularly to deliver mail and packages., • The worker may potentially be exposed to infectious diseases. Equipment/Machines/Software (check all that apply) ☒Telephone ☒PC ☒Printers/Scanners ☒Microsoft Office ☒Yardi Nevada HAND is an Equal Opportunity Employer Nevada HAND does not discriminate, and will not tolerate discrimination, based on race, color, national origin, ethnic origin, sex, sexual orientation, age, or disability as those terms are defined under applicable law.
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