Site Front Desk Lead

Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at over 143,000 office visits in 21 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For 53 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose

The Site Front Desk Lead is responsible for developing positive patient relationships that will provide a pleasant experience for all as they navigate through all aspects of the patient experience at Fair Haven Community Health Care.

Duties and responsibilities

The Site Front Desk Lead works in partnership with the Patient Access Supervisor, nursing leadership (charge nurse or nurse manager) and site Medical Director to advance operational excellence at the site. Typical duties include but are not limited to:

• Works as a patient access representative, when needed, with ability to fill in and perform the duties in all applicable positions.
• Directs daily supervision of front desk staff including maintaining staffing schedule, coaching and        developing staff and annual reviews.
• Performs audits for assigned sites (cash drawer, daily schedules, weekly registration, check-in/check out).
• Counsels self-pay patients and those with insufficient insurance coverage in an effort to assist them in the determination of suitable payment arrangements and/or qualification for coverage.
• Assists families in applying and working with agencies regarding carrier coverage when applicable.
•  Assists qualifying patients for FHCHC Sliding Scale Programs.
• Accurately provide information/referrals to patients for all FHCHC services
• Directs patient flow at the front desk, including, but not limited to, connecting walk-ins to clinical services, managing late arrivals, and no-shows
• Meets regularly with other site-based leadership (e.g. call center, clinician, nursing leaders) 

Qualifications

High School Diploma or GED required, Associate’s Degree preferred. Medical office experience with one year of experience demonstrating high levels of customer service, Bi-lingual in English and Spanish required. Certification as a Certified Application Counselor through Access CT Health. (This training can be completed while working in the position.)

• Position also requires a high degree of intellectual proficiency and critical thinking skills as well as the ability to make appropriate decisions regarding situations of a complex nature. Excellent interpersonal and communication skills and ability to work as a member of the team to serve the patients is essential.
• Must be willing to work in various locations and various shifts
• Physical Requirements/Work Environment:  Must have manual dexterity to operate keyboards, telephones and other   business equipment
• Position requires the use of a headset and the ability to sit for extended periods of time

Direct Reports

• Patient Access Front Desk (at assigned sight)

OSHA Status

Category III—Low Risk Position

Generally works in an office environment with no exposure to bloodborne pathogens

Physical requirement