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Receptionist

New York, New York • Reception Services

Job Type

Full-time

Description

TheReceptionistserves as the frontline customer service representative for GMHC and is often the first point of contact for clients, visitors, and staff. The Receptionist maintains a calm, professional presence, uses strong conflict resolution and de-escalation skills when needed, and engages every client with dignity and respect. The Receptionist is also responsible for administrative tasks associated with managing one of the organization’s two floors at GMHC. This includes maintaining up-to-date information on GMHC programs and services, monitoring and routing incoming calls including the GMHC services phone line, providing appointment and logistical information to clients, and managing desk, meeting, and conference room bookings to support smooth daily operations.

Essential Job Functions

The Receptionist is responsible for the following:

Client Reception&Service Support

+ Create a friendly, welcoming, and helpful environment for clients.

+ Support client flow and assist with check-in and check-out processes.

+ Support new clients by explaining how to access services at GMHC and connecting them to the appropriate program or Intake staff.

+ Collaborate with program staff to ensure clients are promptly connected with appropriate support.

+ Use a calm, solutions-focused approach to address concerns and de-escalate conflict as needed.

Front Desk Operations & Communications

+ Monitor, answer, and route incoming phone calls and inquiries in a professional and timely manner, including inquiries on the GMHC services phone line.

+ Provide accurate general information about GMHC programs, services, and office navigation.

+ Provide clients with clear appointment information and logistical details to support timely access to services.

+ Maintain awareness of on-site staffing and service availability to support timely referrals and communication.

Scheduling, Reservations, & Administrative Support

+ Manage desk and conference room bookings in alignment with site procedures.

+ Manage the Room Reservation application as a System Administrator, including day-to-day oversight and basic troubleshooting as needed.

+ Provide day-to-day administrative support to help ensure smooth operations for one of GMHC’s two floors, including coordination of shared spaces and front desk coverage needs.

+ Provide administrative support for Intake and Reception Services operations and support front desk coordination with Intake staff and program teams, as assigned.

+ Prepare routine client communications as directed by supervisor or leadership, using approved templates and following established review and approval processes.

+ Complete routine office tasks including filing, copying, shredding, scanning, and mail support.

+ Maintain a clean, organized, and client-ready reception area.

+ Assist with special projects, as assigned.

Team Collaboration & Professional Development

+ Attend All Staff meetings, agency meetings, trainings, and other required sessions.

+ Communicate clearly and respectfully with colleagues across departments to support coordinated client service.

Requirements

kills and Knowledge

Required

+ Strong customer service skills and ability to support people with professionalism, patience, and respect.

+ Demonstrated ability to remain calm under pressure and use sound judgment during challenging interactions.

+ Detail oriented with excellent organizational skills and strong attention to accuracy.

+ Excellent communication and interpersonal skills, including the ability to work collaboratively across teams.

+ Ability to manage phones while completing simultaneous clerical and administrative tasks.

+ Proficiency with Microsoft Office tools used in an office environment, including Outlook, Teams, Word, and Excel.

+ Ability to handle confidential information with discretion and in alignment with privacy requirements and organizational policies.

+ Ability to manage multiple priorities in a fast-paced environment with strong time management and follow-through.

Preferred

+ Experience working in a human services, health care, or community-based setting.

+ Experience using scheduling or room reservation systems, including system administrator support.

+ Familiarity with trauma-informed, client-centered service approaches.

+ Bilingual skills that support client access, based on program needs.

+ Knowledge or experience with nonprofit, health care, or social service environments.

Education andCertification

+ High School Diploma, G.E.D, H.S.E.,or educational equivalent isrequired.

Technical Skills

+ Proficiency with Microsoft Office and workplace communication tools, including Outlook, Teams, Word, and Excel.

+ Ability to learn and use role-specific systems such as room reservation, scheduling, and phone or reception tools.

+ Basic troubleshooting skills and comfort navigating web-based applications.

WorkEnvironment& Schedule

This is an on-site position performed primarily in an office and reception setting with frequent interaction with clients, visitors, and staff:

+ This role supports operations across one of GMHC’s floors and includes movement between offices, conference rooms, and shared spaces.

+ Schedule is generally aligned to business hours, with flexibility required at times based on operational needs, including occasional early morning, late afternoon, evening, or weekend coverage.

+ Must adhere to all GMHC workplace policies and health and safety practices.

+ Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

Physical Demands

While carrying out the responsibilities of this role:

+ Travel and Mobility: Ability to move throughout the worksite to support reception coverage and floor operations. Occasional local travel may be required for errands or operational needs, based on assignment.

+ Physical Activity: Ability to occasionally lift, carry, or move office materials and supplies consistent with routine administrative work.

+ Sitting and Standing: Ability to sit and stand for extended periods as needed to maintain reception coverage.

+ Communication: Ability to communicate clearly in person, by phone, and through written communication with clients, staff, and visitors.

+ Documentation: Ability to complete accurate written documentation, schedules, logs, and basic reports as required.

Successful candidates will welcome the opportunity to work in a racially and gender-diverse environment and to contribute to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve.