Front Desk Receptionist

Job Description

Job Description

Overview:  At Empathx, we drive equitable access to complex trials at any phase by providing industry-leading patient access, clinical trial management, and analysis across cardiology/nephrology, psychiatry/neurology, metabolic, and infectious disease studies throughout the therapeutic pipeline.

Position Summary:  The Front Desk Receptionist serves as the first point of contact for study participants, clients, visitors, sponsors, and staff. This role is responsible for creating a welcoming, professional, and organized front office environment that supports the smooth daily operations of the clinical research site. The Front Desk Receptionist manages participant and visitor check-in and check-out, directs clients to the appropriate areas of the office, answers and routes incoming calls, distributes study documents and correspondence, and provides administrative support across the site. This position requires a warm, patient-centered demeanor, exceptional organizational skills, and the ability to maintain strict confidentiality in a HIPAA-regulated clinical environment. 

Duties and Responsibilities:

• Greet and welcome study participants, clients, visitors, vendors, and sponsor/CRO representatives with a positive, professional, and helpful attitude
• Assist clients and visitors in finding their way around the office; announce clients and direct them to the appropriate staff or area as necessary
• Check in and check out study participants for scheduled visits; notify appropriate research staff of participant arrival promptly
• Help maintain workplace security by issuing, checking, and collecting visitor badges as necessary and maintaining accurate visitor logs
• Maintain an organized, clean, and welcoming reception and waiting area at all times
• Answer, screen, forward, and route incoming phone calls in a professional manner; take accurate messages and ensure timely follow-up by appropriate team members
• Respond to general inquiries via phone and email regarding study participation, site location, and visit logistics; refer clinical questions to appropriate research staff
• Schedule, confirm, and reschedule participant and staff appointments in coordination with the clinical research team and study protocols
• Prepare meeting and training rooms; coordinate conference room scheduling and visitor accommodations
• Coordinate with clinical staff to communicate participant transportation needs, delays, or appointment changes
• Sort and distribute incoming mail, packages, courier deliveries, faxes, and study documents to the appropriate clients and staff members in a timely manner
• Assist with preparation of participant materials including appointment reminders, informational packets, and visit instructions
• Assist colleagues with a variety of administrative tasks including copying, faxing, scanning, filing, taking notes, and data entry
• Order and maintain front office and administrative supplies; track inventory and coordinate reorder as needed
• Perform ad-hoc administrative duties as directed by administrative or clinical leadership
• Collect and verify participant identification and required intake forms at check-in; maintain strict confidentiality of all participant information in compliance with HIPAA
• Follow all site safety, infection control, and access protocols; direct visitors to appropriate PPE or screening procedures as required
• Assist in tracking and logging participant visit attendance and no-shows in coordination with the recruitment and clinical teams
• Assist in prescreening potential participants who are interested in research studies
• Support audit and inspection readiness, including participation in sponsor audits, regulatory inspections, and internal quality reviews
• Complete all required SOP training and company-required trainings as assigned and when updated 
• Maintain all required licenses and certifications and ensure they remain current and in good standing 
• Travel to company meetings, site locations, or study-related activities as required
• Perform other duties as assigned

This job description is not intended to be an exhaustive list of all duties or responsibilities associated with the position. The Company reserves the right to modify this job description at any time.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate's Degree (AA) or higher in business administration, healthcare administration, or a related field preferred.
• 1–2 years of front desk, receptionist, or customer service experience required.
• Experience in a medical, clinical research, or healthcare office setting strongly preferred.
• Experience handling multi-line phone systems and scheduling software preferred.
• Systems & Technology skills required:
  • Spreadsheet Software (Excel); 
  • Design Software; 
  • Inventory Software; 
  • Project Management Software; 
  • Word Processing Software (Word); 
  • Electronic Mail Software (Outlook); 
  • Presentation software (PowerPoint); 
  • Multi-line phone systems
  • Electronic scheduling and calendar management tools
  • Experience with EDC systems (e.g., Medidata Rave, REDCap)
  • Experience with CTMS and/or eRegulatory/eTMF platforms (e.g., Veeva)
  • Experience with EMR/EHR systems
• Other skills required:
  • Must speak, read, and write fluently in both English and Spanish
  • Exceptional interpersonal and customer service skills with a warm, professional demeanor and focus on patient experience
  • Strong verbal and written communication skills
  • Strong attention to detail and accuracy
  • Ability to manage multiple tasks and priorities
  • Strong organizational and time management skills
  • Ability to work independently and as part of a team
  • Effective communication and interpersonal skills
  • Ability to maintain confidentiality and professionalism
  • Ability to exercise sound judgment and decision-making
  • Customer service mindset with focus on patient experience
  • Ability to follow protocols, SOPs, and regulatory requirements
  • Ability to handle high-pressure or fast-paced environments

Physical Requirements and/or environmental factors:

• Continually required to stand.
• Continually required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• Occasionally exposed to bloodborne and airborne pathogens or infectious materials.
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must
  • Occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include: 
  • Close vision
  • Distance vision
  • Color vision
  • Peripheral vision
  • Depth perception
  • Ability to adjust focus
• This position operates in a clinical research and office setting. The role involves interaction with study participants, healthcare professionals, and research staff. Work may include use of electronic systems and medical equipment, as well as occasional travel to clinical sites or meetings.

Equal Opportunity:  Empathx is committed to fostering a diverse, inclusive, and equitable workplace where all employees and applicants are treated with respect and dignity. We are proud to be an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, marital status, national origin, ancestry, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.