Site Lead

Are you interested in working for New Hampshire's 2024 Health Care Business of the Year, according to Business NH Magazine?

Join the HealthFirst community, where every position has purpose! Step into a career where you're not just filling a position, you're making a meaningful impact. At HealthFirst, we're more than a doctor's office — we're a beacon of hope, providing top-notch integrated medical and behavioral care to all, regardless of their ability to pay. Be part of a team that's redefining healthcare and changing lives in ways others can only dream of. Ready to make a difference? Join us!

HealthFirst Family Care Center, a Certified Great Place to Work and wonderful place to make a difference, is seeking a Site Lead to join our team of mission-minded healthcare professionals.

Who you are:

You’re the friendly face and voice of our health center. You have a talent for making people feel welcome and taken care of — whether in person or on the phone. Organization is your love language, and you know how to keep things moving while maintaining attention to detail. You’re dependable, professional, and committed to making every patient experience a positive one.

Who we are:

We're a community health center serving 29 rural towns with compassion, purpose, and pride. At HealthFirst, you’ll find a team that’s collaborative, mission-driven, and committed to providing high-quality care to everyone who walks through our doors. We value respect, teamwork, and doing good — really, really well.

What you'll do:

The Site Lead oversees front desk operations at our small satellite health center location and serves as the primary point of contact for patients, staff, and providers. This role ensures efficient patient flow, high-quality customer service, accurate registration and scheduling, and compliance with health center policies and regulatory requirements. The Site Lead provides day-to-day leadership of front desk functions while coordinating closely with clinical, billing, and administrative teams to support patient access and continuity of care.

Front Desk Operations & Patient Access

• Oversee daily front desk operations at the satellite location, ensuring timely and professional patient check-in and check-out.
• Coordinate appointment scheduling, confirmations, cancellations, and rescheduling to maximize provider productivity.
• Serve as the primary escalation point for front desk issues, patient concerns, and workflow challenges.
• Ensure accurate collection and verification of patient demographics, insurance information, and consent forms.
• Monitor patient  flow and wait times; proactively address barriers to access.

Patient Experience & Customer Service

• Provide exceptional, culturally responsive customer service to patients, families, and visitors.
• Assist patients with navigation of health center services, referrals, and follow-up appointments.
• Address patient  questions, concerns, and complaints in a professional and timely manner, escalating as needed.
• Support patients in understanding financial responsibility, sliding fee discount program eligibility, and payment options.

Care Coordination & Administrative Support

• Coordinate communication between front desk staff, clinical teams, referrals, and centralized departments.
• Track and   follow up on missed appointments, no-shows, and outreach activities in collaboration with care teams.
• Support care coordination efforts by ensuring accurate documentation and timely handoffs.
• Maintain front desk supplies, forms, and educational materials.

Oversight, Compliance & Quality

• Ensure front desk workflows comply with health center policies, HRSA requirements, HIPAA, and state/federal regulations.
• Monitor accuracy of registration, insurance verification, and eligibility documentation.
• Participate in audits, site visits, and quality improvement activities related to patient access and registration.
• Identify opportunities for workflow improvements and recommend solutions to leadership.

Leadership & Collaboration

• Serve as the on-site front desk lead for the satellite location.
• Assist with  training and onboarding of front desk or patient access staff, as assigned.
• Promote teamwork, professionalism, and a patient-centered culture.
• Communicate operational updates, concerns, and staffing needs to leadership.

Join us and bring your best self to the front lines of community care.

• High school diploma or equivalent required; Associate's Degree or higher in healthcare administration or related field preferred.
• Two years' experience in patient registration, front desk, or patient access in a healthcare setting required; experience in community health, FQHC, or primary care strongly preferred.  
• Proficiency with electronic health records (EHR) systems (AthenaOne or similar).
• Strong customer service, organizational, and communication skills.
• Ability to work independently in a small satellite setting.
• Ability to occasionally lift supplies of up to 25lbs.