Virtual Receptionist

Position Summary The Virtual Receptionist is the first point of contact for clients, families, caregivers, referral partners, and community members contacting Amana Home Care and Health Services. The role provides warm, professional, and culturally respectful service while managing calls, inquiries, appointment requests, intake information, scheduling support, and routine administrative follow-up. The Virtual Receptionist helps each caller reach the right person promptly while protecting privacy and maintaining accurate records. Key Responsibilities Answer and return phone calls, voicemail messages, emails, website inquiries, and other approved communications during assigned hours. Welcome callers professionally, identify the purpose and urgency of each inquiry, and direct it to the appropriate team member. Provide accurate general information about Amana's services, service areas, intake process, and approved rates or policies without offering clinical advice. Complete preliminary client intake using approved forms, including contact details, requested services, preferred schedule, communication needs, and referral source. Schedule consultations, assessments, care visits, and follow-up calls as directed, and send confirmations or reminders. Support caregiver coordination by communicating approved schedule updates, documenting call-outs, and promptly escalating uncovered shifts or conflicts. Maintain clear call notes, contact records, intake logs, and task lists in Amana's approved systems. Follow up on prospective-client inquiries and incomplete intake items according to established timelines. Receive concerns or complaints calmly, document the facts accurately, and escalate them to management without making commitments outside the role's authority. Recognize urgent or safety-related concerns and follow Amana's escalation procedure, including directing callers to emergency services when immediate danger is reported. Assist with routine administrative tasks such as document preparation, data entry, referral tracking, and maintaining current contact lists. Communicate respectfully with clients from diverse cultural, linguistic, and faith backgrounds and arrange interpretation support when available and appropriate. Privacy and Professional Boundaries Protect personal and health information and follow applicable privacy requirements, Amana policies, and secure communication practices. Verify identity before releasing information and share only the minimum information necessary with authorized individuals. Use only approved devices, accounts, software, and storage methods for company information. Do not diagnose, recommend treatment, interpret clinical information, or promise service availability or outcomes. Report suspected abuse, neglect, safety concerns, privacy incidents, or documentation errors immediately through the appropriate internal process. Required Qualifications High school diploma or equivalent; post-secondary education in office administration, health administration, or a related field is an asset. At least one year of receptionist, customer service, scheduling, or administrative experience; home-care or health-care experience is preferred. Excellent spoken and written English with a calm, clear, and professional telephone manner. Strong organization, attention to detail, judgment, and ability to manage multiple time-sensitive requests. Comfort using phone systems, email, calendars, spreadsheets, video meetings, and client-management or scheduling software. Reliable internet access, a private workspace, and the ability to maintain confidentiality while working remotely. Availability to work assigned hours and participate in an agreed evening, weekend, or on-call rotation if required. Preferred Assets Experience supporting seniors, people with disabilities, families, caregivers, or health-care professionals. Knowledge of Edmonton and surrounding communities, home-care services, and community referral resources. Additional language skills relevant to the communities Amana serves, including Arabic, Somali, Urdu, Punjabi, Amharic, or Tigrinya. Training in privacy, de-escalation, trauma-informed communication, or medical terminology. Core Competencies Compassionate and culturally respectful communication Reliability, discretion, and professional judgment Accurate documentation and attention to detail Time management and follow-through Calm problem-solving in sensitive situations Teamwork and clear escalation Performance Expectations Performance will be reviewed using role-appropriate measures such as: Timely response to calls, messages, and assigned follow-up tasks Accuracy and completeness of intake, scheduling, and communication records Professionalism, courtesy, and protection of client confidentiality Appropriate handling and escalation of urgent concerns, complaints, and schedule gaps Reliability during assigned coverage hours and consistent communication with the care team Working Conditions This is a remote administrative role requiring extended periods of telephone and computer use. The employee or contractor must work from a quiet, private environment and remain reachable through Amana's approved communication channels during scheduled coverage. Duties and hours may evolve as client volume and operational needs change. Commitment to Respectful Care Amana Home Care and Health Services is committed to respectful, person-centred service. Team members are expected to treat every client, family member, colleague, and community partner with dignity and to support care that respects individual routines, language, culture, and faith.