olunteer - Front Desk Greeter (Waltham)

CLASSIFICATION/STATUS: Volunteer, Unpaid

IMMEDIATE SUPERVISOR: Site Manager

SUPERVISORY RESPONSIBILITIES: None

PAY RANGE: Unpaid

WHO YOU ARE:

YOUR ROLE & IMPACT

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

The Front Desk Greeter - Volunteer, under the supervision of the Site Manager, will assist in the day-to-day operations and planning of the Customer Service Department, enhance customer service experience and engagement, and facilitate patient services across all clinical departments. In addition, the Front Desk Greeter - Volunteer will respond to customer inquiries, maintain a high level of customer satisfaction, and ensure excellent service standards.

YOUR RESPONSIBILITIES

• Greet, acknowledge, and welcome patients and visitors to the health center, while providing consistently positive customer service.
• Ensure that all interactions with patients are professional, helpful, provide empathy, and create an atmosphere of CRCH being a safe place and welcoming place for all community members that enter, call, or seek our services.
• Through performance and service orientation, project a consistent image that complements the health center.
• Work closely with medical, dental, behavioral health, and vision providers, nurses and medical assistants to inform patients about delays and waiting times.
• Adhere to formal operating policies and procedures that mandate certain customer service techniques and emergency response procedures.
• Accurately communicate the services offered by CRCH to patients and visitors.
• Listen to customers’ feedback and resolve any issues or conflicts.
• Collaborate and work closely with in-house Call Center.
• Ensure that the patient has an approved plan in place before/or at the time of the visit.
• Schedule patients for medical, vision, and dental appointments.
• Be flexible and available to cover staffing needs across the health center when other staff are not available as assigned by Site Manager or designee.
• Capacity and willingness to collaborate across all departments, creating strategic solutions for both colleagues and patients. Maintain a positive work environment.
• All other duties, tasks, and responsibilities assigned/approved by Site Manager or designee.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

• High School Diploma or equivalent.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and their needs are important. Must have the ability to show and have empathy and humility.
• Ability to commute to the Waltham location.
• Ability to problem solve in the moment, tackle a problem, and then go back and debrief with Site Manager or designee.
• Familiar with Outlook, Electronic Medical Programs, registration, and scheduling systems.
• Ability to learn and keep up to date of all medical insurances.
• Must be willing to train throughout ALL departments. Willingness to provide cross-departmental coverage as needed.
• Experience working in diverse settings preferred with strong a commitment to promoting Diversity, Equity, and Inclusion and reducing inequities.
• Preferred Bilingual English/Spanish or English/Portuguese.

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your experience as Front Desk Greeter - Volunteer rewarding and impactful! You will also find a partner in your career path goals and trajectory!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.