Site Front Desk Lead

New Haven, CT, USA|

Job Overview

Employment Type

Full-time

Benefits

Major medical

Dental Insurance

Vision Insurance

voluntary benefits

Paid holidays

Paid Time Off

Tuition Reimbursement

Job Description

Fair Haven Community Health Care (FHCHC) is a well-established community health center that has been serving its community for over 54 years. Known for its innovative and vibrant approach to healthcare, FHCHC operates across 21 locations and handles over 165,000 office visits annually. This extensive reach allows FHCHC to cater to multiple generations of patients, providing a comprehensive array of primary and specialty medical and dental care services. The organization is guided by an engaged Board of Directors, many of whom are patients themselves, emphasizing its commitment to patient-centered care. What sets FHCHC apart is its dedication to delivering high-quality, affordable care to everyone, regardless of their insurance status or ability to pay. By offering evidence-based programs and fostering an environment where patients are empowered to make informed health decisions, FHCHC continues to enhance the health and social well-being of the communities it serves. The organization prioritizes equity and cultural responsiveness, ensuring that care is tailored to meet the unique needs of diverse populations as it expands its services to underserved areas.

The role of Site Front Desk Lead at FHCHC is a vital position within the patient access team, focusing on supporting daily operations related to the front desk and patient workflows. This leadership role acts as a key resource and subject matter expert for front desk staff, ensuring that all processes function efficiently and with a patient-first mindset. While it does not involve direct supervisory responsibilities, the Site Front Desk Lead collaborates closely with site and departmental leadership to uphold operational excellence. Responsibilities include coordinating front desk workflow, assisting with training new staff members, and driving process improvements that enhance both patient experience and operational efficiency. This role demands a proactive individual who can navigate multiple systems and workflows such as registration, check-in and check-out, scheduling, and insurance verification. Additionally, the Site Front Desk Lead advocates for patient needs by providing relevant information, connecting patients to resources, and supporting patients eligible for sliding scale payment programs. Through effective management of patient flow and resolution of access issues, this position helps maintain a smooth front desk environment that supports FHCHC's mission to provide accessible and equitable healthcare services.

Job Requirements

High school diploma or equivalent
associate degree preferred
minimum of two to three years of experience in patient access, medical front desk, or related field
strong knowledge of medical office procedures, insurance verification, and patient billing
excellent communication and organizational skills
ability to train staff and support process improvement
willingness to work flexible shifts and locations
manual dexterity to operate keyboards and telephones
ability to sit for extended periods

Job Qualifications

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
willingness to work in various locations and shifts

Job Duties

Function as a patient access representative performing registration, check-in/check-out, scheduling, and insurance verification
serve as the workflow lead for front desk operations ensuring smooth patient flow and timely issue resolution
collaborate with site Patient Access leadership to optimize processes and implement standardized procedures
act as a resource and mentor supporting onboarding, training, and ongoing staff development
serve as the primary trainer for new front desk staff ensuring consistent education on workflows and service expectations
provide guidance and connect patients and families to appropriate resources including payment options and sliding scale programs
monitor and manage patient flow handling walk-ins, late arrivals, no-shows, and new patients