Site Front Desk Lead

fairhavencommunityhealthcare; New Haven (CT); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Major medical, dental and vision

Voluntary benefits (AFLAC plan, STD, L

Job summary

Fair Haven Community Health Care in New Haven, CT, is seeking a Site Front Desk Lead to oversee patient access operations and front desk workflows. The role is centered on delivering patient-centered service and ensuring efficient registration, scheduling, and insurance verification across applicable systems.

You will train and mentor front desk staff, coordinate with site leadership to optimize processes, manage walk-ins and no-shows, and connect patients with FHCHC services and payment options

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 2–3 years of patient access/front desk or related experience.
• Strong understanding of medical office procedures, insurance verification, and patient billing.
• Excellent communication, organizational, and problem-solving skills.
• Lead by influence; train staff without direct supervisory authority.
• Willing to work in various locations and shifts.

Responsibilities

• Register patients and verify insurance across applicable systems.
• Lead front desk workflow, ensure smooth patient flow and issue resolution.
• Collaborate with site leadership to optimize processes and standardize procedures.
• Mentor front desk staff, support onboarding and ongoing development.
• Train all new front desk staff to ensure consistent workflows and service expectations.
• Guide patients to FHCHC services and assist with payment options and sliding scale when eligible.
• Monitor walk-ins, late arrivals, no-shows and new patient intake.

Skills

Medical office procedures

Insurance verification

Patient billing

Communication

Organizational skills

Problem solving

Leadership by influence

Education

High school diploma

Associate degree preferred

Job description

About Fair Haven Community Health Care

For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.

We are seeking a Site Front Desk Lead to join our Dynamic Team!

Job purpose

The Site Front Desk Site Lead supports the daily operations of patient access and front desk workflows. This role serves as a subject matter expert and resource for front desk staff, ensuring efficient, patient-centered service and consistent adherence to established procedures. The Site Front Desk Lead coordinates front desk workflow, assists with training and process improvement, and performs patient access duties as needed. This position does not have direct supervisory responsibility but collaborates closely with site and departmental leadership to maintain operational excellence.

Duties and 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.

Qualifications

• 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

Physical Requirements/Work Environment: Must have manual dexterity to operate keyboards, telephones and other business equipment. Position requires the ability to sit for extended periods of time.

What we offer:

• Major medical, dental and vision
• Voluntary benefits (AFLAC plan, STD, LTD & Life Insurance)
• Paid Holidays
• Generous Paid Time Off (PTO)
• Tuition reimbursement
• And much more…

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.