What are the responsibilities and job description for the Intake Community Health Worker (CHW) position at Heartland Community Health Center?
Job title
Intake Community Health Worker (CHW)
Reports to
Director of Patient Engagement
Status
Non-Exempt (Hourly)
Job Purpose
The Community Health Worker (CHW) – Intake & Patient Registration serves as a vital bridge between the community and the clinic, supporting patient access to care through effective outreach, registration, and barrier reduction. This role focuses on engaging new and returning patients, completing registration tasks, and addressing social and logistical challenges that may prevent patients from making or attending appointments. The CHW works in collaboration with front office staff, clinical care teams, and community partners to enhance the patient experience and reduce no-show rates.
Working in both clinical and community-based settings, the CHW will collaborate with Heartland’s medical teams and external social service agencies to connect clients with appropriate services and support. This position focuses on improving health outcomes and quality of life through education, care coordination, and strengthened access to resources.
Duties and Responsibilities
- Conduct outreach to patients with upcoming appointments to confirm attendance, identify barriers (e.g., transportation, childcare), and offer rescheduling support if needed.
- Schedule, confirm, and adjust patient appointments in coordination with clinical staff to support walk-ins, triage, and provider availability.
- Welcome patients and visitors, assist with check-in/out, address inquiries and concerns, and ensure a positive, accessible experience. Use de-escalation techniques when needed and connect individuals to crisis services if necessary.
- Assist new patients in completing intake forms, gathering documentation, and navigating the registration process (i.e., Sliding Fee Scale applications, insurance eligibility, etc.)
- Perform insurance screening and enrollment support, including Medicaid and marketplace plan applications or renewals.
- Identify and address social drivers of health that may impact a patient's ability to access care (e.g., housing, food, behavioral health needs).
- Serve as a liaison between patients, front office staff, and care teams to ensure seamless communication and warm handoffs.
- Accurately update patient information in the EHR upon arrival, maintaining confidentiality and compliance with HIPAA.
- Support walk-in patients and assist with patient portal enrollment and digital literacy when needed.
- Maintain accurate, timely, and confidential documentation in the electronic health record (EHR).
- Manage patient paperwork, perform clerical tasks (e.g., scanning, faxing, filing), and maintain a clean, organized reception area.
- Participate in team huddles, quality improvement initiatives, and cross-functional collaboration to support patient engagement goals.
Qualifications
- High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
- Previous experience in a healthcare setting or patient service role preferred.
- Completion of Mental Health First Aid Certificate within 90 days of hire.
- Excellent interpersonal and communication skills.
- Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
- Strong organizational skills and attention to detail.
- Ability to handle sensitive and confidential information.
- Problem-solving skills and the ability to work under pressure.
Working conditions
- This role requires movement throughout the building day or multiple locations during the day.
- This role may be exposed to infections and contagious diseases.
- This role is subject to interruptions.
- This role requires management of personnel and procedures in a high stress & high paced environment.
- This role completes tasks that are performed in close physical proximity to other people.
- This role requires working indoors in environmentally controlled conditions.
- Regular interaction with patients, medical staff, and insurance companies.
- This role requires de-escalation skills.
Physical Requirements
- Moves equipment weighing up to 25 pounds.
- Moves throughout the building to meet with employees, patients, or visitors.
- Must be able to remain in a stationary position during shift.
- Ability to read, write, and speak English.
- Frequent communication with patients about their experience at the health center.
- Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
- Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
- Adhere to process protocol or procedures.
Details
- Schedule: Full-time exempt.
- Hours Mon-Friday 8:00AM-7:00PM (as needed) (average 40 hours/week)
- Location: All locations Heartland Community Health Center
- Schedule may be altered by supervisor(s) as needed to allow for completion of expected duties of the position.
