Lead Call Center Receptionist

Community of Hope; Washington (District of Columbia); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Paid lunch

Vacation days

Sick leave

11 paid holidays and personal floating

Performance-based raises

Job summary

Community of Hope in Washington, DC is seeking a Lead Call Center Receptionist to oversee phone coverage, scheduling, and patient support in our call center, based at the Family Health & Birth Center in NE, DC. This full-time, on-site role demands strong leadership and customer service skills to ensure access to care.

You will supervise Medical Call Center Receptionists, train staff, manage demographics/insurance data, and coordinate with management to meet service goals while maintaining

Qualifications

• High School Diploma or GED required.
• Minimum of one year experience as a Medical Receptionist.
• Strong customer service and organizational skills.
• Proficient with MS Word, MS Excel, MS Outlook.

Responsibilities

• Answers and screens incoming calls promptly and manages appointments.
• Ensures patient access to care and call center productivity.
• Oversees daily operations with Call Center Manager; reports issues.
• Verifies patient demographics and insurance before visits.
• Registers new patients in the EMR and collects required documents.
• Identifies and escalates patient account issues as needed.
• Provides coaching and real-time support to call center staff.
• Communicates updates and expectations between management and staff.
• Delegates tasks and balances workload to meet deadlines.

Skills

Customer service

Organizational skills

Communication

MS Word

MS Excel

MS Outlook

Flexibility

Education

High School Diploma/GED

Tools

Electronic Medical Record

Job description

Description

Washington, DC |On-Site| $24.03 - $26.44 per hour | Washington Post Top Workplace

Community of Hope is seeking a Lead Call Center Receptionist to oversee and implement efficient phone coverage, schedule management, and responsive patient support in the call center. This position will also assist with the supervision of the Medical Call Center Receptionists. This is a full‑time position based out of our Family Health & Birth Center in NE, Washington, DC.

What You’ll Do

• Answers and screens incoming calls promptly, schedules and manages appointments, and routes messages appropriately.
• Helps ensure optimal productivity and patient access to care in the call center.
• Assists the Call Center Manager in overseeing daily operations and ensuring phone systems function properly; reports and escalates issues as needed.
• Verifies and updates patient demographics, insurance coverage, and eligibility before visits.
• Registers new patients in the EMR, ensuring all required documentation (ID, insurance cards, intake forms) is collected and scanned.
• Identifies and corrects patient account issues (including duplicates, errors, and alerts) when needed and escalates concerns as needed.
• Provides ongoing coaching, training, and real‑time support to call center staff to ensure high performance and service quality.
• Communicates updates, process changes, and expectations clearly between management and staff.
• Delegates tasks effectively, prioritizes team workload, and ensures deadlines and service goals are met.
• Maintains active participation in call handling while balancing leadership duties. Call coverage will vary based on business needs, with higher call volume support required during peak periods and reduced coverage during designated administrative time.
• Completes other tasks as requested by supervisor.

Requirements

Must-Haves

• High School Diploma/GED.
• Minimum of one year experience as a Medical Receptionist.
• Strong customer service skills.
• Strong organizational skills and commitment to working in a professional environment.
• Strong computer skills (MS Word, MS Excel, MS Outlook, Internet).
• Ability to work a flexible schedule, including evenings and weekends.
• Ability to travel to work at other sites as needed.
• Proof of required vaccinations is required. This includes, but may not be limited to, Flu. COH will consider requests for reasonable accommodations for anyone who cannot be vaccinated for a religious or medical reason, subject to applicable law.

Nice-to-Haves

• Bilingual in English and Spanish or Amharic.
• Experience with Electronic Medical Record.

Why You’ll Love Working Here! At COH, we prioritize the following well‑being and work‑life balance‑centered benefits:

• 8 x Washington Post 150 Top Workplaces winner.
• 8-hour workdays with paid lunch.
• 3 weeks vacation (additional week after two years), 2 weeks sick leave, + 11.5 paid holidays and one personal floating holiday on an annual basis.
• Annual performance‑based raises, up to 5% of your annual pay.
• Tuition reimbursement & loan repayment (NHSC & DCHPLRP), Licensing reimbursement & CEU funding.
• Medical, dental, vision, life & disability insurance + 403(b) retirement.
• Leadership development, internal promotions and career growth opportunities.
• A culture grounded in equity, compassion, and well‑being.

About Us

Community of Hope is a mission‑driven, innovative, rapidly growing nonprofit, and Federally Qualified Health Center. For over 45 years, we have provided health and housing services, perinatal care coordination, and community support services to make Washington, DC more equitable. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free‑standing birth center in DC. We are honored to be one of DC’s largest providers of housing and homelessness prevention services for families and individuals throughout DC. Through our Family Success Center, our WIC nutrition centers, and our various partnerships, we have reached hundreds and believe that everyone in DC deserves to be healthy, housed, and hopeful. With the help of our amazing staff, we have successfully provided:

• 50,000+ medical visits
• 6,300+ dental visits
• 17,000+ emotional wellness visits
• 1,384 families and 220 individuals with housing/homelessness prevention services

Community of Hope is an equal opportunity employer.