Welcome Desk Associate

POSITION SUMMARYWe are looking for a warm, organized, and professional Front Desk / Welcome Desk Associate to be the first point of contact for our patients. This role is central to the patient experience from the moment a patient walks through the door or calls our office, this person sets the tone for their entire visit. The ideal candidate brings at least 2 years of front desk or customer-facing experience, a genuine passion for helping others, and the composure to manage multiple responsibilities simultaneously in a busy medical office environment. A significant portion of our patient population is geriatric. The right candidate will approach every interaction whether in person or by phone with patience, warmth, clarity, and respect. KEY RESPONSIBILITIESServe as the first point of contact for patients arriving at the office, greeting them warmly and creating a welcoming environmentAnswer and manage incoming phone calls professionally and courteously, including appointment scheduling, general inquiries, and prescription-related questionsUtilize the Electronic Medical Records (EMR) system to schedule, reschedule, and cancel patient appointments accurately and efficientlyCommunicate promptly and clearly with the medical team when a patient presents or calls with an acute or urgent health concern, following established triage communication protocolsCheck patients in and out, verify demographic and insurance information, collect co-payments, and process end-of-visit documentationManage multiple concurrent tasks simultaneously such as checking out a patient at the desk, answering an active phone call, and monitoring the waiting room without compromising accuracy or patient experienceMonitor the lobby and waiting area to ensure patient comfort and safety, and flag any concerns to clinical staffMaintain a clean, organized, and professional front desk area at all timesHandle patient messages, referral requests, and medical record inquiries according to office policyCoordinate with clinical and administrative staff to manage patient flow and reduce wait timesMaintain strict compliance with HIPAA regulations and patient confidentiality policies REQUIRED QUALIFICATIONSMinimum 2 years of front desk, receptionist, or customer service experience, preferably in a medical or healthcare settingExceptional interpersonal and communication skills both verbal and writtenDemonstrated patience, empathy, and professionalism when working with elderly or vulnerable patient populationsAbility to multitask effectively in a fast-paced environment without sacrificing attention to detailProficiency with Electronic Medical Records (EMR) systems for scheduling and patient communication (e.g., Epic, Athena, eClinicalWorks, or similar)Knowledge of basic medical office workflows including check-in/check-out, co-pay collection, and appointment schedulingAbility to recognize and appropriately escalate urgent or acute patient concerns to the clinical teamProfessional demeanor and appearance; ability to represent the practice positively at all timesStrong organizational skills with the ability to prioritize and manage a high volume of tasks PREFERRED QUALIFICATIONSPrevious experience working in a geriatric, internal medicine, or primary care practiceBilingual or multilingual abilities strongly preferredFamiliarity with medical insurance verification and prior authorization processesExperience with multi-line phone systemsKnowledge of ICD-10 and CPT codes a plus KEY COMPETENCIES FOR SUCCESS Compassionate Communication Calm Under Pressure Active Listening Attention to Detail Team Collaboration Patient Advocacy Time Management Conflict De-escalation WORK ENVIRONMENTThis is an in-person, patient-facing role in a medical office setting. The position requires extended periods of sitting or standing at the front desk, frequent phone use, and regular interaction with patients, caregivers, and clinical staff. The front desk associate is expected to remain composed, courteous, and efficient even during peak patient volume periods.
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