Front Desk Specialist-WHCH

Family Health Center of Worcester, Inc.; Worcester (MA); On-site; USD 28,000 - 33,000; Full time

Job summary

Family Health Center of Worcester, Inc. seeks a Front Desk Specialist for Worcester Health Care for the Homeless. The role handles patient check-in/out, appointment scheduling, and front-desk inquiries in a trauma-informed, compassionate manner.

Responsibilities include handling insurance verification, directing calls, and supporting outreach clinic operations with HIPAA-compliant practices.

Qualifications

• High School / GED required.
• 1 year of experience in healthcare or customer service preferred.
• Experience in a community health or behavioral health setting.
• Familiarity with trauma-informed care and working with vulnerable populations.
• Excellent computer skills (Microsoft Word, Excel, Outlook).
• Proficiency in EHR systems (Epic).
• Spanish language skills are a plus.

Responsibilities

• Greet patients and visitors to create a welcoming environment.
• Manage patient check-in/check-out and verify insurance.
• Schedule, reschedule, and confirm appointments in the EHR.
• Answer calls and relay messages via call center platform.
• Monitor Epic work queues and maintain confidentiality under HIPAA.
• Assist with scanning, faxing, and filing documents.
• Support outreach clinics and coordinate patient registration.
• Collaborate with clinical teams to ensure continuity of care.

Skills

Customer service

Communication skills

Trauma-informed approach

Compassionate care

Education

High School / GED

Tools

Microsoft Word

Excel

Outlook

Epic EHR

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Specialist-WHCH

Regular Full-time Worcester, MA, US

30+ days ago Requisition ID: 1746

Salary Range: $20.19 To $23.55 Hourly

This is a fulltime onsite position for the Worcester Health Care for the Homeless located at 199 Chandler Street, Worcester.

Position Summary:

The Front Desk Specialist (Worcester Health Care for the Homeless) serves as the first point of contact for patients, visitors, and staff. This role is responsible for providing exceptional customer service, managing patient check-in and check-out processes, scheduling appointments, handling phone inquiries, and supporting administrative workflows to ensure smooth clinic operations. The Front Desk Specialist (WHCH) also assists with administrative and logistical support during outreach clinics held in community settings. A key aspect of this role is fostering a welcoming, respectful, and trauma-informed environment for all individuals entering the clinic or outreach site.

Program Specific Essential Duties and Responsibilities:

• Greet patients and visitors warmly and professionally to create a welcoming and inclusive environment.
• Manage patient check-in/check-out, verify insurance and collect demographic information.
• Schedule, reschedule, and confirm appointments using the electronic health record (EHR) system.
• Answer and direct phone calls, respond to inquiries, and relay messages accurately through the call center platform.
• Monitor and manage Epic work queues.
• Maintain confidentiality and comply with HIPAA regulations.
• Assist with scanning, faxing, and filing documents.
• Collaborate with clinical and social service teams to ensure continuity of care.
• Assist patients to utilize shower, food, and donations programs.
• Participate in team meetings and contribute to a positive work environment.
• Provide administrative support at outreach clinics, including patient registration, appointment scheduling, and documentation.
• Any and all other duties as assigned.

Qualifications and Education Requirements:

One of the following combinations of education and employment experience must be met in order to be considered for the position:

• High School / GED required.
• 1 year of experience in a healthcare or customer service setting preferred.
• Experience in a community health or behavioral health setting.
• Familiarity with trauma-informed care and working with individuals experiencing homelessness, substance use disorder, and/or mental health issues.
• Excellent computer skills (including but not limited to Microsoft Word, Excel and Outlook)
• Proficiency in EHR systems (e.g., Epic)
• Bilingual (Spanish) preferred, not required
• Strong communication and interpersonal skills.
• Commitment to serving vulnerable populations with compassion and respect.
• Comfortable working in non-traditional clinic environments such as shelters and food programs

Reporting to:

Worcester Health Care for the Homeless Site Coordinator