What are the responsibilities and job description for the Site Front Desk Lead position at Fair Haven Community Health Care?
Fair Haven Community Health Care
For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.
Job Purpose
The Site Front Desk Site Lead supports the daily operations of patient access and front desk workflows. This role serves as a subject matter expert and resource for front desk staff, ensuring efficient, patient-centered service and consistent adherence to established procedures. The Site Front Desk Lead coordinates front desk workflow, assists with training and process improvement, and performs patient access duties as needed. This position does not have direct supervisory responsibility but collaborates closely with site and departmental leadership to maintain operational excellence.
Duties and responsibilities:
American with Disabilities Requirements:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.
Job Purpose
The Site Front Desk Site Lead supports the daily operations of patient access and front desk workflows. This role serves as a subject matter expert and resource for front desk staff, ensuring efficient, patient-centered service and consistent adherence to established procedures. The Site Front Desk Lead coordinates front desk workflow, assists with training and process improvement, and performs patient access duties as needed. This position does not have direct supervisory responsibility but collaborates closely with site and departmental leadership to maintain operational excellence.
Duties and responsibilities:
- Functions as a patient access representative, with the ability to perform registration, check-in/check-out, scheduling, and insurance verification across applicable systems and workflows
- Serves as the workflow lead for front desk operations, smooth patient flow, and timely resolution of issues impacting access or service
- Collaborates with site Patient Access leadership to optimize front desk processes, identify bottlenecks, and implement standardized procedures once approved by committee to improve efficiency and patient experience.
- Acts as a resource and mentor for front desk staff, supporting onboarding, training, and ongoing development in collaboration with Patient Access Leadership
- Serves as the primary trainer for all new front desk staff, ensuring consistent education and understanding of workflows, systems, and service expectations
- Provides guidance and connects patients and families to appropriate resources, accurately offering information and referrals to all FHCHC services, and assisting self-pay or underinsured patients with exploring payment options and enrolling in Sliding Scale Programs when eligible
- Monitors and manages patient flow at the front desk, ensuring efficient handling of walk-ins, late arrivals, and no-shows and all new patients
- High school diploma or equivalent; associate degree preferred
- Minimum of two to three years of patient access, medical front desk, or related experience
- Strong understanding of medical office procedures, insurance verification, and patient billing
- Excellent communication, organizational, and problem-solving skills
- Demonstrated ability to lead by influence, train staff, and support process improvement without direct supervisory authority
- Must be willing to work in various locations and various shifts
American with Disabilities Requirements:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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