Front Desk Specialist-WHCH

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.
• Maintain confidentiality and comply with HIPAA regulations.
• Absorb and file documents as needed.
• 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

• High School / GED required.
• Associate degree preferred.
• One 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