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.
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:
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:
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 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
Manage lobby flow and monitor patient wait times in a high-volume walk-in clinic environment
Coordinate patient movement and communication between:
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
Maintain strong communication and collaboration with:
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
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
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:
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
Fast-paced walk-in clinic setting
High-volume patient environment
Frequent interaction with underserved and vulnerable populations
Dynamic workflow with evolving operational needs
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
