Front Desk Representative

Job Description

Job Description

Primary Objective

Under the supervision of the designated manager, the Front Desk Representative serves as the first point of contact for patients, clients, and visitors, providing professional, courteous, and trauma-informed customer service across clinical and support service programs. This role is responsible for coordinating front office operations, supporting patient and client access to care and community-based services, maintaining accurate records in the Electronic Health Record (EHR), and ensuring efficient scheduling and workflow. The position plays a key role in promoting a welcoming environment, protecting confidentiality, and supporting the organization’s mission to deliver high-quality, equitable, and client-centered care and services.

Essential Functions

Patient & Client Interaction and Scheduling

• Greet and check in patients, clients, and visitors promptly and courteously, ensuring a welcoming and trauma-informed experience.
• Verify and update patient/client demographics, insurance, and program eligibility information as applicable.
• Assist patients and clients with completing forms, applications, and general inquiries related to clinical and support services.
• Schedule, confirm, and manage medical appointments, support service visits, and follow-up encounters in the Electronic Health Record (EHR) and/or designated program systems.
• Provide accurate information about available programs and services or route individuals to the appropriate department or staff member.
• Address patient/client concerns or escalate to appropriate clinical, case management, or leadership staff as needed.

Administrative, Program & Billing Support

• Answer and route phone calls professionally, respond to voicemails, and relay messages to providers and program staff.
• Collect co-pays and program-related payments when applicable; process payments, issue receipts, and reconcile daily collections.
• Assist with insurance verification, benefits screening, pre-authorizations, and claims support as applicable to services provided.
• Maintain accurate and confidential patient/client records in the EHR and/or program databases in accordance with HIPAA and organizational standards.
• Support intake workflows for clinical and community-based programs.
• Manage daily schedules to optimize patient/client flow and staff availability.
• Fax, scan, upload, and file documents, ensuring records remain organized and audit-ready.

Operational & Community Support

• Coordinate communication between patients/clients, providers, case managers, and program staff to support seamless service delivery.
• Prepare charts, intake packets, and service documentation for daily appointments and program visits.
• Assist with referrals, authorizations, and internal service linkages as needed.
• Provide basic navigation support by directing clients to appropriate internal or external community resources.
• Maintain a clean, organized, and welcoming front desk, lobby, and waiting areas that reflect a professional and client-centered environment.
• Monitor and order front desk and program supplies.

General Office & Program Duties

• Collaborate with clinical, administrative, and program staff to enhance workflow, access to care, and client experience.
• Participate in staff meetings, trainings, outreach efforts, and quality improvement initiatives.
• Ensure compliance with organizational policies, HIPAA, Ryan White, and other regulatory requirements.
• Monitor the Department Appointments Report for errors and follow up as appropriate.
• Educate patients/clients on demand statements, payment plans, and available financial assistance programs.
• Maintain assigned EHR and/or program workqueues.
• Index documents from the document management system into the EHR or designated platforms.
• Support community events, outreach activities, or special projects as assigned.
• Perform other related duties as assigned to support clinic and community-based operations.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Proficient in Microsoft Office suite.
• Proficient in EMR system, preferably ECW.
• Proficient in data entry and insurance verification.
• Ability to communicate professionally (verbally and written).
• Ability to handle sensitive and confidential information.
• Excellent organizational skills and attention to detail.
• Ability to function well in a high-paced and at times stressful environment.
• Extensive knowledge of office administration, clerical procedures, and recordkeeping systems.
• Ability to present a pleasant, professional demeanor and image.
• Mathematical aptitude.
• Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified.

Education and Experience

High school diploma or equivalent required

Minimum of three (3) years of front desk, patient access, or administrative experience in a healthcare, public health, or community-based organization required.

Proficiency in Electronic Clinical Works (ECW) software preferred.

Current Basic Life Support (BLS) certification preferred.

Experience working with diverse and underserved populations strongly preferred.

Physical and Mental Requirements:

Physical Demands:

• Ability to use a computer for up to 8 hours a day.

Mental Demands:

• Ability to problem solve.
• Ability to work under pressure or in stressful situations.
• Ability to make quick decisions.
• Ability to multi-task
• Ability to use discretion and sensitivity.