Resident Services & Front Desk Coordinator

Resident Services & Front Desk Coordinator manages the daily operation of The INN Between’s front desk and provides reliable administrative support across the organization. In addition to creating a welcoming and professional first impression, this position coordinates office supplies, incoming faxes and documents, scanning and electronic filing, mail and deliveries, and routine administrative workflows. The ideal candidate notices what needs attention, protects confidential information, and follows tasks through to completion in a fast-paced medical respite and end-of-life care environment.

Essential Duties and Responsibilities

Front Desk, Communication, and Hospitality

• Provide consistent front desk coverage and serve as a central point of communication for residents, staff, medical professionals, visitors, volunteers, donors, vendors, and community partners.
• Greet and screen visitors, follow sign-in and access procedures, connect guests with the appropriate staff member, and maintain a calm and professional reception area.
• Answer the main telephone line, respond to routine questions, route calls appropriately, and ensure accurate messages receive timely follow-up.
• Receive and distribute mail, packages, deliveries, and in-kind donations; provide donation receipts and maintain required logs.
• Assist residents with approved basic supplies and connect requests requiring clinical, social-service, or supervisory judgment to the appropriate team member.
• Coordinate front desk coverage information, written procedures, and shift handoffs so important tasks and messages are not missed.

Administrative and Document Coordination

• Monitor incoming faxes and other shared document channels throughout the workday; identify the intended recipient or department and route documents promptly.
• Recognize urgent, time-sensitive, clinical, referral, medication, or compliance-related documents and immediately alert the appropriate staff member without making clinical determinations.
• Scan, upload, and file documents according to established naming conventions.
• Verify that scanned records are complete, legible, correctly oriented, and saved to the correct location before securely handling or disposing of originals.
  
• Support routine data entry in approved systems, which may include visitor, in-kind donation, contact, maintenance, supply, or other administrative records.
• Maintain confidentiality of resident health information, personnel records, donor information, financial information, and other sensitive organizational records.

Office, Supply, and Donation Coordination

• Monitor office, household, resident, and other assigned supply levels using established par levels or inventory practices.
• Prepare and place approved supply orders within established purchasing procedures; confirm pricing, quantities, delivery timing, and applicable fees before purchase.
  
• Help maintain organized donation storage, ensure lobby and hallways remain clear, direct donation volunteers, and document items transferred to other agencies or individuals.

Team and Organizational Support

• Build positive, professional relationships with residents, families, donors, volunteers, staff, vendors, and partners while maintaining clear role boundaries.
  
• Report incidents, accidents, privacy concerns, policy violations, or safety issues immediately through the appropriate chain of supervision.
• Attend required staff meetings and trainings.
  
• Perform other related duties consistent with the role and organizational needs.
  
  

Qualifications

• Two or more years of reception, office administration, records, customer service, healthcare, nonprofit, or similar experience preferred.
• Strong organizational skills, attention to detail, initiative, time management, and ability to manage competing priorities to completion.
• Professional verbal and written communication and the judgment to distinguish routine matters from issues requiring immediate escalation.
• Proficiency with email, Microsoft Office, and the ability to learn telephone, electronic-record, and other organizational systems.
• Demonstrated compassion and respect for adults experiencing homelessness, serious illness, disability, mental health conditions, substance use histories, and end-of-life needs.
• Ability to remain calm and professional in emotionally sensitive or rapidly changing situations and to maintain appropriate boundaries.
• Successful completion of required background screening, TB testing, health evaluation, and other checks or training required for work in a licensed assisted living setting.

Physical and Work Environment

Requirements

Work is performed primarily at a busy front desk and in office and storage areas within a licensed assisted living and medical respite setting. The employee must be able to communicate in person and by telephone, use standard office equipment, move throughout the facility, and occasionally lift or move office supplies and donations. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Organizational Expectations

All employees are expected to support The INN Between’s mission and values; follow organizational policies, infection-control and safety practices, resident-rights requirements, and applicable Utah assisted living rules; and contribute to a respectful, trauma-informed, team-oriented workplace. This position description summarizes the primary responsibilities of the role and is not an exhaustive list. Duties may be adjusted based on organizational needs and consistent with the nature of the position.

Employment at The INN Between is on an at-will basis, which means that your employment may be terminated by you or by The INN Between at any time, for any reason or for no reason, with or without notice, and without any procedure or formality. The at-will nature of your employment is not affected by any of the guidelines of this Job Description and cannot be modified by any oral promise from any supervisor or by any other writing unless duly executed by the employee and the Executive Director. The INN Between reserves the right to change, replace, withdraw, or deviate from any of the guidelines contained in this Job Description without prior notice.

The INN Between is an equal opportunity employer. All qualified applicants are considered for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.