Receptionist – Residential Aged Care Facility- Delahey

Position Title: Receptionist Cum Admin Assistant
Department: Administration
Reports To: Corporate Service Manager
Employment Type: Casual

1. Position Purpose

The Receptionist is responsible for providing a welcoming, professional and supportive first point of contact for residents, families, visitors, staff, contractors and external stakeholders.

The Receptionist supports the smooth daily operation of the residential aged care facility through reception and administrative services. In all interactions with older people, the Receptionist must demonstrate compassion, patience, respect and professionalism, including when supporting residents living with dementia or other cognitive and communication difficulties.

The role must uphold residents' rights, privacy, dignity, choice and independence and comply with relevant legislation, the Aged Care Quality Standards, organizational policies and procedures.

2. Key Responsibilities

A. Reception and Customer Service

- Welcome residents, family members, visitors, contractors and other stakeholders in a friendly and professional manner.

- Answer incoming telephone calls, direct enquiries to the appropriate department and take accurate messages.

- Provide general information about the facility, visiting arrangements, departments and relevant contact persons.

- Notify appropriate staff of visitors and assist with visitor sign-in and sign-out procedures.

- Respond to enquiries and complaints courteously, referring clinical or sensitive matters to the appropriate manager.

- Maintain a clean, organised and presentable reception and waiting area.

- Demonstrate sensitivity and patience when assisting residents and visitors who may be distressed, confused or experiencing grief.

B. Resident and Family Support

- Assist residents and families with general administrative enquiries and direct care-related questions to the clinical team.

- Support communication between families and relevant staff members without disclosing confidential information.

- Assist with general visitor enquiries and provide information about meetings, activities and facility events.

- Treat residents and families with dignity, respect, empathy and cultural sensitivity.

- Escalate concerns regarding resident safety, wellbeing or possible abuse, neglect or other risks immediately in accordance with facility procedures.

C. Administrative Duties

- Receive, sort and distribute incoming mail, deliveries and correspondence.

- Prepare, scan, photocopy, file and distribute documents as required.

- Maintain accurate visitor registers, contact lists, appointment records and other administrative registers.

- Assist with meeting schedules, room bookings, correspondence and document preparation.

- Support the Facility Manager and other departments with general administrative tasks.

- Maintain office supplies and report equipment or facility issues to the relevant personnel.





- Assist with administrative coordination for resident and family meetings, audits and facility events.

D. Communication and Coordination

- Liaise with nursing staff, care staff, administration, lifestyle, hotel services, management and external stakeholders.

- Transfer calls and messages promptly and accurately.

- Notify the appropriate staff member when a resident's family, health professional or other authorized visitor arrives.

- Direct clinical enquiries, medication questions and requests for medical information to authorized clinical personnel.

- Escalate urgent concerns, complaints and incidents in accordance with established reporting procedures.

- Maintain professional communication and boundaries at all times.

E. Privacy, Confidentiality and Records Management

- Protect residents' personal, medical, financial and other confidential information.

- Verify authority and follow facility procedures before releasing information or transferring sensitive enquiries.

- Ensure documents containing confidential information are securely handled, stored and disposed of.

- Comply with applicable privacy legislation, records-management requirements and facility policies.

- Access resident information only where authorized and necessary to perform assigned duties.

F. Workplace Health, Safety and Emergency Procedures

- Comply with workplace health and safety requirements and facility emergency procedures.

- Follow visitor access, security, identification and sign-in procedures.

- Report hazards, security concerns and incidents promptly to the appropriate manager.

- Know the procedures for responding to emergencies, including fire alarms and medical emergencies, within the scope of the role.

- Maintain a safe and unobstructed reception area.

G. Compliance and Continuous Improvement

- Follow organizational policies, procedures, codes of conduct and relevant aged care requirements.

- Support a culture of continuous improvement, accountability and quality service.

- Participate in relevant training, staff meetings and performance reviews.

- Assist with audits, documentation and administrative compliance activities when requested.

- Report feedback, complaints and opportunities for improvement through the appropriate channels.

3. Essential Selection Criteria

- Demonstrated experience in reception, administration or customer service, preferably in aged care, healthcare or a similar setting.

- Strong verbal and written communication skills.

- Professional telephone etiquette and interpersonal skills.

- Valuable organisational skills and attention to detail.

- Competency in Microsoft Office,



email and electronic record systems.

- Ability to manage competing priorities in a busy environment.

- Demonstrated commitment to confidentiality, privacy and professional conduct.

- Ability to communicate respectfully with older people, families and people from diverse cultural backgrounds.

- Ability to follow instructions, policies and established escalation procedures.

4. Desirable Criteria

- Previous experience in a residential aged care facility or healthcare environment.

- Familiarity with visitor management, resident administration and electronic records systems.

- Understanding of the Aged Care Quality Standards and residents' rights.

5. Personal Attributes

- Warm, welcoming, patient and compassionate.

- Respectful of residents' dignity, privacy, preferences and independence.

- Reliable, punctual and professional.

- Calm and courteous when managing difficult enquiries.

- Discreet and trustworthy when handling confidential information.

- Flexible, proactive and willing to work collaboratively.

- Committed to safe, person-centred care and continuous improvement.

6. Key Performance Indicators

Performance may be evaluated against:

- Professional and timely handling of telephone calls and visitor enquiries.

- Accuracy and completeness of administrative records.

- Prompt and appropriate referral of enquiries and concerns.

- Compliance with privacy, confidentiality, security and visitor procedures.

- Maintenance of an organized and professional reception area.

- Positive feedback from residents, families, visitors and colleagues.

- Timely completion of assigned administrative tasks and mandatory training.

7. Scope and Limitations of the Role

The Receptionist may receive enquiries and complaints and refer them to the appropriate personnel but must not independently investigate complaints. The role does not include providing clinical advice, making clinical decisions or disclosing resident health information without appropriate authority.

All clinical concerns, safeguarding issues, emergencies and complaints outside the scope of the position must be referred promptly to the appropriate clinical or management personnel in accordance with facility procedures.

The employee must perform duties within their training, competence and delegated authority.

8. General Responsibilities

The employee is required to comply with all applicable legislation, the organization’s policies and procedures, confidentiality requirements, workplace health and safety obligations and relevant employment conditions.

Other reasonable duties may be assigned by management, provided they are consistent with the employee's role, competence and applicable employment requirements.

If you are interested in applying for this position and believe you have the skills and experience we are looking for, please submit your updated CV to ••••@kalynacare.com.au or ••••@kalynacare.com.au

We look forward to hearing from you!

📌 Receptionist cum Admin Assistant (Delahey)
🏢 Nameless
📍 Delahey