Front Desk Associate - Palo Alto, CA

About Millie

Millie is a new kind of maternity clinic, built by parents and care providers who've been there. We're reimagining maternity care in the U.S. with a tech-enabled OB/Midwifery model, extended by virtual care and remote monitoring. The goal is care that's more complete, continuous and inclusive, from conception through the first year of parenthood. All major insurance plans cover our maternity and gynecology services.

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We know we're succeeding when every patient, whatever their background:

• Feels seen and heard as a whole person
• Feels confident and supported in their decisions
• Can easily reach trusted, skilled support when and how they choose
• Has a healthier reproductive journey: fewer preterm births, NICU stays and C-sections, earlier detection of complications, and a better experience along the way

This is a chance to raise the bar for maternity and gynecology care with a team that takes that mission personally.

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About this role

The front desk is the first face every patient sees and the last voice they hear, and it sets the tone for their whole experience at Millie. This is not a sit-and-wait reception job. It's a dual role: you'll be the patient's first point of contact, and you'll also provide the administrative and clinical support that keeps the clinic running. You'll own the flow of the clinic. That means anticipating what patients and clinicians need before they ask, solving problems on the spot, and noticing the small things that make someone feel cared for on what may be one of the most vulnerable days of their life.

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We're looking for someone who sees this as the start of a career in healthcare and wants to take on more responsibility over time. If you take pride in being the person who shows up, follows through and makes the whole operation run more smoothly, you'll thrive here.

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What you'll own

Front desk & patient experience

• Set the tone: greet every patient warmly and professionally, in person and by phone, so they feel welcome and at ease
• Run check-in and check-out accurately, including co-pay collection and appointment reconciliation
• Register new patients and keep records and schedules accurate in Epic EHR
• Answer multi-line phones, route calls and respond to patient questions promptly, owning each inquiry until it's resolved
• Schedule appointments and manage provider calendars so the day runs without gaps
• Open and close the clinic, making sure the front office is ready and secured each day

Care coordination & administration

• Manage referrals and coordinate care with outside providers and facilities
• Handle insurance verification and prior authorizations for procedures, medications and specialist visits
• Manage follow-up communications and messaging with patients on behalf of providers
• Maintain clinic staff schedules and fix coverage gaps before they become problems
• Partner with the Clinic Manager on administrative projects

Clinical support & continuous improvement

• Support clinical staff within your scope, including rooming patients
• Look for ways to streamline workflows and improve patient flow, and bring those ideas forward
• Follow all applicable state regulations, HIPAA requirements and clinic guidelines

Who you are

• A self-starter. You see what needs doing and do it without being asked. In a quiet moment, you look for the next way to help.
• Dependable. Your team counts on you to be here and to follow through, and you know how much consistency matters in a small clinic.
• Patient-obsessed. You go the extra step because you care how someone's day goes, not because it's in the job description.
• Calm under pressure. You can handle a full waiting room, a ringing phone and a clinician who needs help, and stay accurate and warm.
• Growth-minded. You want to learn the business of healthcare and take on more over time.

What you'll need

• 2+ years in a front desk, receptionist or patient services role in a healthcare setting
• Hands-on experience with Epic (or a similar EHR): scheduling, registration and patient record management
• Experience with insurance verification and prior authorizations
• Strong communication skills and a real commitment to patient service
• Ability to multitask accurately in a busy clinic
• Knowledge of medical terminology, HIPAA and healthcare compliance
• Comfort with everyday office tools (Google Workspace, Zoom, Microsoft Office, etc)

Bonus points

• Experience in a Women's Health or OB/GYN setting
• Bilingual or multilingual (especially Spanish)
• Experience coordinating referrals and specialist scheduling

Where & when you'll work

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This role is on-site at our outpatient clinic. You'll be on your feet much of the day, walking often, and occasionally lifting up to 20 lbs. Because you'll help open and close the clinic, your schedule may include early mornings or early evenings.

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How we'll invest in you

• Medical, Dental, Vision (via an ICHRA reimbursement plan)
• PTO, sick time, and Holidays
• 401k
• A path to grow: we aim to promote from within, and we want this role to launch your career with Millie
• A collaborative team and a real voice in building a new standard for maternity care

Our commitment

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At Millie, we're committed to health equity and culturally competent care. We prioritize, affirm and celebrate diversity in our team, providers and patients. We strongly encourage BIPOC and LGBTQ+ individuals, veterans and people with disabilities to apply.

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Millie is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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Pay: $27.00 - $35.00 per hour

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Expected hours: 40.0 per week

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Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

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Please click here to apply.