Site Front Desk Lead

Fair Haven Community Health Care•New Haven, CT

76d•Hybrid

About The Position

Fair Haven Community Health Care (FHCHC) is a community health center with over 54 years of experience, serving multiple generations across 21 locations with over 165,000 office visits. FHCHC is committed to providing high-quality, affordable medical and dental care to all, regardless of insurance status or ability to pay. The organization offers a wide range of primary and specialty care services and programs to empower patients. FHCHC is expanding its reach to underserved areas while maintaining its focus on patient needs. The mission of FHCHC is to enhance the health and social well-being of the communities it serves through equitable, high-quality, and culturally responsive patient-centered care. The Site Front Desk Lead will support daily operations of patient access and front desk workflows, acting as a subject matter expert and resource for front desk staff. This role ensures efficient, patient-centered service and adherence to procedures, coordinating workflow, assisting with training, and performing patient access duties. While not a direct supervisory role, this position collaborates with site and departmental leadership.

Requirements

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

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.