Patient Welcome Coordinator (Greeter)

Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at over 143,000 office visits in 21 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For 53 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose

The Patient Welcome Coordinator plays a key role in delivering an outstanding patient experience by creating a welcoming and friendly atmosphere for all patients, visitors, and guests entering the health center. This position involves providing assistance with navigation, answering general inquiries, facilitating the check-in process, and ensuring a high standard of customer service.

Duties and responsibilities

Reporting to the Front Desk Supervisor, the Patient Welcome Coordinator acts as a liaison between patients and staff to support a smooth workflow throughout the facility. Typical duties include but are not limited to:

• Warmly greet and acknowledge all patients, visitors, and guests upon arrival.
• Provide clear and accurate directions to various services locations.
• Update patient status in Epic (EHR) to notify Patient Access staff of arrivals.
• Ensure patients are informed of any forms or documentation required for check-in.
• Assist with guiding patients through the facility, including to elevators and different floors, as needed.
• Enforce safety protocols, such as mask-wearing and hand sanitization, as necessary.
• Monitor and maintain the cleanliness and safety of waiting areas.
• Stay informed of wait times and communicate them effectively to patients and visitors.
• Respond to basic inquiries regarding appointment schedules, clinic operating hours, and general facility details.
• Escalate unresolved issues, complaints, or complex questions to appropriate personnel.
• Coordinate with Patient Access staff regarding patient arrivals, special needs, or unique circumstances.
• Collaborate with Security, Facilities, and other departments to address facility concerns promptly. 

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of customer service experience; prior experience in a healthcare setting is highly preferred.
• Experience with an electronic health record system is highly desirable, Epic experience is a plus.
• Bilingual proficiency in English and Spanish is required.
• Proven Computer Literacy.

Skills & Competencies:

• Friendly, professional, and approachable demeanor with strong interpersonal skills.
• Excellent verbal communication skills, with the ability to convey information clearly and courteously.
• Strong organizational skills and attention to detail to ensure efficient patient flow.
• Effective problem-solving skills, with the ability to handle difficult situations calmly and professionally.
• Ability to handle sensitive information and maintain confidentiality at all times.
• Team-oriented mindset with the ability to collaborate across departments.

Physical Requirements:

• Ability to stand and walk for extended periods during the shift.
• Ability to assist patients with mobility needs, including pushing wheelchairs or light medical equipment.

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.