Administrative Support II / Resident Services

Job Objective/ Summary: The Reception/Administration Support I & II, Resident Services position creates a high level of satisfaction for the administrative services they provide to residents, intent list applicants, staff, visitors, and others who enter the front door to our community. This position welcomes, greets and supports residents, staff and guests with a positive, can-do approach that fosters a sense of confidence in the administrative services they provide. The position provides reception services; answers phones; answers questions, problem-solves with  and directs their customers effectively; and provides an array of administrative support services to the community including residents, staff, teams, departments, and across the organization. The position helps problem-solve systems issues to ensure that the processes they work with are efficient, effective and customer friendly. The position may be required to provide reception/administrative support to other areas within the organization as assigned.

Essential Functions:

  • Serves as the Face of Friendsview at the service desk, and with incoming phone calls. This involves looking at the person directly (in person); greeting them with a smile, positive words, and respect; finding out what the person needs, and providing direction, answers or problem solving. If not able to answer a question or request, takes down pertinent information, including contact information; develops an agreement on follow up, including follow up time frame, then follows up on the question or request to find an answer and gets back to the person in a timely manner.
  • Resident support services generally include mail, package, and prescription distribution; taking in billing payments and responding to basic billing questions; making photocopies, etc.; coordinating guest room reservations, the bus schedule; submitting resident work orders and other assigned tasks.
  • Phones: opens and closes the phone system as per schedule, screens calls as necessary, redirects calls to the appropriate person; problem-solves phone call and phone system issues when there is a problem.
  • Mail and deliveries: distributes incoming mail, ensuring mail is delivered to the appropriate person; accepts prescription deliveries and follows the process to ensure accurate, confidential delivery to residents; and receives and facilitates distribution of Fed-X and other deliveries.
  • Systems support:
    • Makes change for dining and market place tills, takes money, counts money and reconciles till for petty cash; ensures petty cash till is locked after hours
    • Coordinates bus schedule with facility services, drivers, and activities planners; assists residents in signing up for bus trips
    • Coordinates guest room assignments ensuring that visitors know where they are going, have a key, etc; and ensures that housekeeping is aware of guest room assignments so they can prepare rooms for occupancy.
    • Manages room and event reservations for the Friendsview Community calendar
      • Coordinates resident event sign ups and communicates reminders
      • Books dining reservations and events for residents, marketing, staff, departments, external organizations, etc.; and communicates appropriately with facility services and dining services.
      • Works with various departments and individuals to make sure their room reservations are complete, and that appropriate support persons/departments are in the loop about set up needs.
      • Attends event planning and coordination meetings as required.
    • Enters work orders into facility work order system as requested, following protocols established by the Facility Services Department.
    • Maintains additional calendars and related communications as requested.
  • General administrative support (may include all or some of the following, as assigned not listed in order of importance or frequency)
    • Opens and closes the office as required
    • Copier: maintains, orders supplies, troubleshoots problems, provides support to users, coordinates repairs
    • Postage meter: maintains, ensures available funds, answers questions from users
    • Sells stamps, provides notary services, etc. as required
    • Office supplies: maintains office supplies in general admin area; coordinates ordering office supplies for other departments; maintains an office supply order schedule and communicates to departments; processes office supply billings, ensuring proper department is charged for supplies ordered
    • Updates organization-wide lists such as resident information lists, department phone lists, marketing contact lists, etc., and distributes updates to relevant persons or departments on a regular basis
    • Enters and organizes resident information into database, organizes resident files, moves resident paper files to electronic tracking system as required
    • Supports efforts of the Executive Director and Marketing Director as required.
    • Supports departments and resident committees by creating and distributing flyers, birthday cards and invitations, memorial remembrances for lobby and health care areas, documents, etc.; entering data into databases; organizing paperwork; coordinating the ordering, delivery and stocking of printed materials and brochures; setting up tours; organizing and mailing packets; making phone contact calls; providing administrative support for resident moves and transfers; organizing and distributing mailings and internal documents; etc.
  • Works with other departments to ensure processes that cross between departments work effectively.
  • Works a schedule that meets the needs of residents and the community. In addition to normal business hours, may involve working evenings, weekends and holidays.
  • Does not share personal or work-related concerns with or in front of residents and visitors.
  • Adheres to Friendsviews policies and procedures, including those covering privacy and security in compliance with HIPAA regulations, and codes of conduct. Maintains confidentiality and respects residents and staff privacy at all times.

Other Duties & Responsibilities

  • Demonstrates the values of Friendsview Retirement Community: integrity, stewardship, compassion, community, excellence, dignity, service, Friends heritage.
  • Attends, participates in, and completes staff meetings, orientation, and training and educational activities as required.
  • Dresses appropriately (business casual, including no jeans), following appropriate dress and uniform policies and guidelines as directed by supervisor.
  • Must be able to maintain regular and reliable attendance as per job requirements and Friendsviews policies.
  • Other duties as assigned.

Full Time Regular position (34) hours per week, Monday through Thursday 8-5

Starting hourly rate $13.32-$14.48 DOE

Fully benefited after 60 days

Qualifications and Job Requirements:

  • Job Education, Licenses/Certifications, Knowledge & Experience:
    • High school and one—two years of relevant work experience, or a relevant one-year certificate program or post-high school education.
  • Supervising (direct reports and level of supervision): no supervisory responsibilities
  • Decision Making: Receives general supervision and is expected to follow a clear set of instructions or written procedures. Decision-making with limited discretion, latitude, or negotiation. Assistance or resources are readily available.
  • Interpersonal Skills/Interactions: Interactions are both one-on-one, with own work group or other departments. Communications are routine and non-routine in nature and require discussion. Communication and interpersonal skills are important and refined. May have substantial, but limited contact with the public.

Additional Skills & Abilities:

  • Must demonstrate qualities of a team player who helps those served grow as persons, become wiser, freer and more autonomous; and still provides a systematic, data-oriented perspective to business decisions.
  • Must be able to provide excellent customer services to constituents in person, on the phone, and by email; interacting with a variety of people in a courteous and professional manner.
  • Must be able to maintain confidentiality.
  • Must be a flexible and positive team player.
  • Must be to maintain composure and customer service focus with a sometimes high volume of customer services demands.
  • Must be able to handle competing demands with professionalism and tact, prioritize multiple projects and work load, and ask supervisor for assistance when necessary.
  • Must have good organizational skills, and be able to work independently with consistent follow through.
  • Must be able to appreciate and meet the needs of older adults with an awareness of volume, pacing, and with the ability to remember names.
  • Must be able to effectively communicate in English, both verbally and in writing with accurate spelling and grammar.
  • Must be competent at using relevant office equipment including multi-phone line system, copier, etc.
  • Must have demonstrated knowledge and skills of Microsoft Excel, Word, various databases, and web-based applications. Must be willing and able to learn computer programs necessary to complete assigned work.

Additional Requirements:

  • Must successfully pass the Department of Human Services (DHS) criminal background check and, if applicable, fingerprinting.
  • Must be able to pass a pre-employment drug screen.
  • Must be able to pass the pre-employment reference checks.
  • Must be able to provide the official grade transcripts of the education level provided on the employment application.
  • Must be able to provide a copy of his/her own social security card for W-4 documentation.
  • Must be able to provide applicable documentation(s) for I-9 in order to establish identity and authorization to work in the US.

 

Bloodborne Pathogens Exposure Category II: Your tasks involve no routine exposure to blood, body fluids, tissues, or other contaminated materials. In the event of an unexpected blood, body fluid or tissue spill there will be an employee available who has been designated to take responsibility for clean-up and decontamination of potentially infectious body substances. You are not to come in contact with potentially infectious body substances.

 

Physical Requirements and Working Conditions:

    • Must be able to sit for up to two hours at a time.
    • Must be able to sit at a computer, keyboarding for up to two hours at a time.
    • Must be able to bend, straighten, sit, stand, and walk reasonable distances throughout the day.
    • Must be able to lift and move up to 10 pounds on an occasional basis, and up to 25 pounds on an infrequent basis.

 

Note: This job description is representative of the major position requirements and is not intended to be all-inclusive.

 

Apply Online 

Or Download Printed Application:

PLEASE PRINT CLEARLY. Incomplete or illegible applications will not be processed.

Return Printed Applications To:

Friendsview Human Resources
Attn: Colleen Aguilar
1301 Fulton Street
Newberg, Oregon 97132