Site Front Desk Lead

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:

• 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