Receptionist and Communications Assistant - Home Care

Job Description

<h3>Job Description</h3><p>Job Description<p><strong>Purpose of Position:</strong> to be the friendly face of Warm Embrace Elder Care (WEEC) and valued member of the administration team who supports caregivers, clients, and their families, and provides support to the office staff.<br><br><strong>Weekly Hours</strong>: Full-time, 40 hours/week from Monday to Friday, 9 AM to 5 PM. On-site only in the WEEC office near downtown Kitchener. In addition, there is a weekend rotation for on-call responsibilities.<br><br><strong>WEEC Office Environment Includes:</strong><ul><li>Family orientated values.</li><li>Interactions that involve heightened emotions from both clients and caregivers.</li><li>Pace of work fluctuates and is often fast paced, requiring adaptability.</li><li>Frequent and ongoing decision-making responsibilities.</li><li>Opportunities to identify improvement of systems and processes.</li></ul><strong>Summary of Duties:</strong><ul><li>Answer incoming calls and become adept at managing most calls independently; re-route to correct person when necessary.</li><li>Handle urgent scheduling requests and adjust shifts to ensure coverage.</li><li>Place outbound calls to fill client shifts, adjust scheduling, update caregivers, alert clients to important information, etc.</li><li>Respond to caregiver and client inquiries and concerns in a timely and professional manner.</li><li>Provide support for client care tasks (i.e. approving forms in AlayaCare, updating records, communicating relevant details to caregivers, etc.)</li><li>Draft well-written emails to client families and caregivers.</li><li>Admin tasks as required (i.e. client onboarding, laminating, photocopying or printing, filing, etc.)</li><li>Document thoroughly in AlayaCare.</li><li>Cheerfully greet all guests who arrive at the Warm Embrace office.</li><li>Create and edit documents in Microsoft 365 Office Suite.</li><li>Design social media posts for Instagram, Facebook, and LinkedIn using Canva.</li><li>Write captions and schedule posts via Meta Business Suite.</li><li>Create newsletter content for clients and caregivers using HubSpot.</li><li>Edit and schedule blog posts on the Warm Embrace website.</li><li>On-call responsibilities every 3 weeks for evening and weekend hours.</li></ul><strong>On-Call Rotation:</strong><ul><li>On-call responsibilities will be every 3 weeks. On call is changed on Friday at 5 PM and you will be on call until the following Friday at 9 AM.</li><li>On-call hours are from 5 PM to 9 AM weekdays, and all day on weekends (Saturday and Sunday), and Statuary holidays.</li><li>Calls involve providing support to caregivers and clients, and rescheduling as needed, requiring reliable cell phone service, a stable internet connection, and access to AlayaCare.</li></ul><strong>Experience Required:</strong><ul><li>Background in a healthcare-related field.</li><li>Previous administrative experience in an office environment.</li><li>Social media marketing proficiency on Facebook, Instagram, LinkedIn, and Meta Business Suite.</li><li>Knowledge of using Canva for graphic design.</li></ul><strong>Skills Required:</strong><br><br>CLEAR COMMUNICATOR<ul><li>Clear and concise communicator—verbally and in writing.</li><li>Keep accurate documentation of inbound and outbound calls.</li><li>Active listening skills! Exude empathy and patience while also ensuring key information is conveyed.</li><li>Strong written abilities (grammar, spelling, punctuation, etc.).</li><li>Proficient in writing and creating social media captions, newsletters, and blog posts.</li><li>Ability to withstand high emotions from others while personally remaining calm.</li></ul>ORGANIZED MULTITASKER<ul><li>Competent multitasker—having numerous tasks in process simultaneously; ability to manage constant interruption and return to previous task quickly.</li><li>Organized and detail oriented.</li><li>Ability to type and navigate multiple systems while speaking on the phone.</li></ul>PROBLEM SOLVER <ul><li>Enjoy problem solving and using creative thinking to solve challenges.</li><li>Efficient prioritization of time-sensitive tasks when under pressure.</li><li>Thrive in fast-paced environment with constant changes and last-minute challenges.</li><li>Remain calm and collected in an emergency or urgent situation.</li></ul>TECHNOLOGICAL<ul><li>Highly adept on the computer.</li><li>Fast typing pace.</li><li>Proficient with Microsoft 365 suite.</li><li>Experience in using AI platforms such as ChatGPT/Copilot.</li><li>Interest and ability to quickly learn new computer programs or online platforms</li></ul>UPHOLDS WEEC VALUES<ul><li>Sincere belief in the mission and values of WEEC.</li><li>Genuine desire to care and help people.</li><li>Outgoing, friendly, social, and cheerful.</li><li>Confident, enthusiastic, positive attitude and disposition.</li></ul><p>Powered by JazzHR</p><p>jhpGrUWhXR</p></p></p>