Front Desk Associate Job Description 2025

Position Title/ Position: Front Desk Associate

Purpose: Welcomes patients to the Center and helps guide them through their health journey. Maintains the lobby and office flow, including all clerical and housekeeping duties as assigned. Contributes to the mission and vision of HHA through providing an exemplary patient experience.

Responsibilities and Duties

1) Patient Experience and Customer Service

• Answer phones by the third ring, respond to all patient communication within 24 hours.
• Handle day-of patient arrivals, cancellations, and tardiness by being the liaison between the patient and practitioner, using clear communication with all parties.
• Manage the daily schedule by preparing for the next day’s appointments, room assignments, schedule maximization, reschedules, looking ahead for issues, day to day changes, etc.
• Complete all job duties as assigned by utilizing the daily checklist throughout the day to ensure items are completed before the end of the shift.
• Prioritize patient care through accurate scheduling. Actively check the priority list to fill in openings, complete retention calls to support the patient’s treatment plan, and maximize practitioner schedules.
• Uphold a team-focused mentality by aiding all HHA staff with daily needs within the scope of individual team responsibilities.
• Maintain HIPAA compliance at all times, protecting sensitive patient information and requiring identity confirmation before discussing account details.
• Maintain an overall understanding of health insurance and its application to services offered by HHA. Coordinate with the Insurance Team daily to manage insurance patient accounts.
• Track and collect patient paperwork and follow appropriate protocol to protect private medical information, including its storage and proper disposal.

2) Leadership and Teamwork

• Proactively complete tasks and respond to patient requests promptly. Maintain productivity through busy and slow shift hours with the intention of producing high-quality work.
• Balance friendliness with efficiency, keeping both personal and professional conversation to appropriate topics and preventing from interfering with customer service and focus.
• Able to meet training timeline expectations set by HHA for new employees, and existing employees when new software or processes are implemented. Understands the responsibility to be proactive in reporting to the supervisor if further training is needed.
• Clearly communicate any schedule needs and preferences. Keep absences to a minimum and seek any needed coverage with coworkers first, then supervisor if coverage is not found.
• Engage in active listening, receive feedback as an opportunity for improvement.
• Strong attention to detail, accuracy, and clear written communication.
• Participate in training of other staff members.
• Active attendance and participation in staff meetings.

3) Marketing and Merchandising

• Active participation in advertising HHA services, merchandise, events, and promotions to patients, including, but not limited to, making calls to tell patients about our current promotions and events.
• Handle patient inquiries regarding HHA services, products, and marketing initiatives with the ability to discuss details, pricing, and policies. Seek out answers for all questions that cannot be confidently answered.

4) Building Needs and Inventory

• Stock provider and admin spaces with necessary materials and report items in low stock to management for reordering.
• Keep the patient lobbies clean and tidy; have an eye for an orderly and clean space.
• Receive daily incoming mail and deliveries and delegate items to their respective places.
• Able to safely carry up to 40 lbs of weight while going up and down stairs for daily laundry and inventory management. Able to sustain this multiple times a shift.
• Report maintenance needs to the appropriate parties.

5) Safety and Security

• Ability to follow all HHA safety guidelines as outlined in the employee handbook, includes safe handling and disposal of any biohazard waste, proper cleaning techniques, safe use of cleaning chemicals, ensuring building is secured and lobby is attended at all times, and the ability to follow emergency procedures.
• Follow the HHA dress code as outlined in the employee handbook.
• Maintain a clear understanding of office policies and procedures.

6) Qualifications and Essential Job Functions

• At least two years of customer service experience.
• Proficient with Microsoft and Google products.
• Experience with handling money, cash drawers, and credit card terminals.
• Flexible schedule to accommodate working some weekends and evenings.
• Ability to work well in a high functioning, multitasking role with attention to detail.

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