Hepatitis C Outreach Front Desk Admin (W. Broad Street clinic)

The Front Desk Admin / Reception position plays a vital role in the daily operations of the Hepatitis C Center of Excellence at the W. Broad Street Clinic. This position serves as the first point of contact for patients and is responsible for creating a welcoming, respectful, stigma-free, and patient-centered environment while supporting efficient clinic flow in a fast-paced, walk-in setting. The Front Desk Admin supports patient access to low-barrier care by assisting with patient intake, registration, scheduling, insurance verification, phone communication, administrative coordination, and front desk operations for individuals seeking Hepatitis C, HIV, STI, PrEP, and harm reduction services. This role requires strong communication skills, cultural humility, attention to detail, and the ability to adapt within a dynamic healthcare environment serving underserved and vulnerable populations. Core Responsibilities Patient Engagement & Front Desk Operations Greet all patients warmly, respectfully, and in a non-judgmental manner Introduce available clinic services and guide patients through service selection using clinic materials and intake processes Foster a welcoming, inclusive, and stigma-free environment for all patients Support individuals from diverse backgrounds, including: LGBTQ+ populations Individuals experiencing housing instability Individuals impacted by substance use Justice-involved populations Manage all incoming patient traffic and direct patients appropriately throughout the clinic Answer incoming phone calls and assist with scheduling needs, patient questions, and general clinic communication Manage emails, letters, packages, and other office correspondence Patient Intake, Registration & Scheduling Prepare and distribute intake materials, including: Patient intake forms Service selection menus Consent forms and clinic paperwork Instruct patients on completing required documentation Review completed paperwork for accuracy and completeness Register patients accurately in the Electronic Medical Record (Epic) Verify and update: Demographic information Contact information Insurance coverage Verify insurance eligibility and identify uninsured patients appropriately (e.g., "Self-Pay") Prepare charts and intake materials for clinical staff documentation Maintain patient chart materials and scanned documents Ensure all registrations and patient documentation are completed accurately and timely Clinic Flow Coordination Manage lobby flow and monitor patient wait times in a high-volume walk-in clinic environment Coordinate patient movement and communication between: Medical Assistants Providers Case Managers Nursing staff Pharmacy Coordinators Assist with patient flow during rapid testing and Cepheid processing workflows Communicate delays, concerns, or workflow issues to patients and staff appropriately Support efficient clinic throughput while maintaining a calm and organized environment Administrative & Operational Support Maintain a clean, organized, and welcoming waiting area and front desk Ensure refreshments, educational materials, forms, and office supplies remain stocked Fax, mail, scan, and organize documents as needed for patients and clinical staff Assist medical and clinical staff with administrative support tasks Coordinate with HR and leadership staff to support operational efficiency and compliance with clinic policies and procedures Delegate clerical duties among administrative staff when appropriate to maximize productivity Support overall clinic readiness and operational workflow Communication & Team Collaboration Maintain strong communication and collaboration with: Medical Assistants Nurses Providers Case Managers Pharmacy Coordinators Administrative leadership Relay important patient information to the clinical team in real time Participate in team meetings, workflow discussions, and clinic huddles Support a collaborative, team-based care environment Documentation & Compliance Maintain accurate and timely documentation in Epic and other required systems Ensure confidentiality and compliance with HIPAA regulations at all times Follow all clinic Standard Operating Procedures (SOPs), workflows, and operational policies Maintain accurate records and ensure proper handling of patient documentation and communication Required Qualifications High school diploma or equivalent required Previous healthcare, front desk, administrative, customer service, or patient-facing experience preferred Experience with Electronic Medical Records (Epic preferred but not required) Basic computer proficiency required, including: Microsoft Word Excel Email systems Data entry Required Skills & Competencies Strong interpersonal and communication skills Ability to create a welcoming, affirming, and inclusive environment Excellent organizational skills and attention to detail Ability to multitask and prioritize in a fast-paced setting Strong problem-solving and adaptability skills Patience, professionalism, and emotional intelligence Non-judgmental, patient-centered approach to care LGBTQ+ cultural humility and commitment to health equity Ability to work collaboratively within team-based care models Ability to adapt to changing workflows and operational needs Technical proficiency with office equipment and computer systems Punctuality and dependable attendance Work Environment Fast-paced walk-in clinic setting High-volume patient environment Frequent interaction with underserved and vulnerable populations Dynamic workflow with evolving operational needs Key Performance Expectations Accurate and timely patient registration and documentation Efficient management of patient flow and front desk operations Strong patient experience and customer service Effective communication and teamwork Maintenance of a welcoming, stigma-free clinic environment Adherence to HIPAA, clinic SOPs, and operational standards Reliable attendance, professionalism, and accountability