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, qualified 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.

Comp

📌 Receptionist cum Admin Assistant (Melbourne)
🏢 seek.com.au
📍 Melbourne