Front Office Lead

About the role

Southwest Behavioral and Health Services is seeking a dedicated and empathetic Front Office Lead to join our dynamic Prescott Valley team. The ideal candidate will enjoy coordinating with people, solving problems, and possess excellent communication skills.

Responsibilities

• Captures and processes accurate, thorough and current billing, staff paperwork, mail, data entry, filing, documentation, supplies, and scheduling.
• Confirms appointments one to two days prior for all medical, counseling, and intake appointments.
• Schedules medication, counseling, and intake appointments.
• Completes intake referrals and screenings.
• Calls to reschedule appointments when clinical staff are out unexpectedly.
• Performs general clerical duties for the clinic as requested/assigned by Front Office Supervisor and/or Program Director.
• Answers all incoming phone calls by third ring.
• Greets and checks clients in/out.
• Confirms/updates consumer contact information.
• Processes transfer requests and SMI referrals.
• Collects client fees/copay.
• May assist with processing refill requests, med issues, and/or prior authorizations.
• Obtains appropriate paperwork from clients.
• Validates/verifies all consumer eligibility/enrollment prior to appointment: AHCCCS, RBHA, insurance companies, etc.
• Acts as Co-Safety Officer, ensuring all inspections, drills, etc. are completed and submitted to the Risk Department in a timely manner.
• Maintains the AHCCCS Outreach Report.
• Audit/reviews all intakes/intake paperwork for accuracy.
• Completes data entry of consumer eligibility in a timely and accurate manner in HMS.
• Completes financials upon intake, significant change, and annually.
• Processes/resolve all CFS issues (99 Report, Open Issues, Eligibility and/or Enrollment, etc.).
• Assists consumers with AHCCCS applications using HealthEArizona.org program and effectively tracks the status of the applications submitted.
• Identifies and resolves issues with consumer eligibility, including changes in coverage, consumer over-payments, and SAPT eligibility.
• Maintains personal auto insurance per SBH guidelines.
• Maintains a valid Fingerprint Clearance Card through the Arizona Department of Public Safety (as required per program requirements).

Qualifications

• High School Diploma or G.E.D. required.
• Completion of a Medical Assistant training program highly preferred.
• Medical Assistant Certification preferred.
• Excellent customer service and communication skills for interfacing with patients, staff and outside vendors.
• 1-2 years of experience in a medical or behavioral health background preferred.
• Requires prior clerical and/or customer service experience, preferably in a behavioral health or healthcare setting.
• Consideration given for course work in lieu of part of the experience requirements.
• Ability to support a pleasant, positive and cooperative teamwork environment.

Benefits

• 3.3 weeks of PTO your 1st year of employment, with increased accruals after continued service!
• 10 paid holidays
• Low-cost medical, dental and vision insurance, short-term/long-term disability and life insurance for employees
• We will help you save for retirement – 40% company match up to a 10% deferral into your SB&H retirement account!
• Career Development – Benefit from our culture of internal promotion!
• We help you with your higher education goals – Reduce your tuition costs with our tuition reimbursement program & discount degree programs!
• Employee Assistance Program, Health & Wellness and much more!

About SB&H

Southwest Behavioral & Health Services is a large and growing, non-profit community-based provider of behavioral health services with locations throughout the Phoenix metropolitan area, rural Maricopa County, Gila, Pinal, Mohave, Coconino, and Yavapai Counties. We are a well-established voice in the community with more than 115 sites, over one thousand employees, and 40 years’ experience. At Southwest Behavioral & Health Services, we believe in the power of Empowered Belonging — a culture where every individual’s unique perspectives, backgrounds, and experiences are welcomed and valued. We’re committed to creating a workplace where unique perspectives are valued, personal journeys are respected, and every individual is empowered to bring their whole self to a shared mission of delivering compassionate, life-changing services to the communities we serve. Through Our Empowered Belonging Program, We’re Committed To Voice & Visibility — ensuring every team member’s ideas, experiences, and contributions are recognized and heard. Fair Access — fostering openness and fairness in opportunities for growth, leadership, and advancement, while honoring the different journeys people take. Culture of Connection — building authentic, meaningful relationships across backgrounds, roles, and experiences, knowing that fresh perspectives strengthen our work. Learning & Growth — providing opportunities for ongoing development, empathy, and leadership that reflect the many experiences within our teams. Wellbeing & Safety — prioritizing the mental, emotional, and psychological safety of every person, recognizing that belonging means something different to each of us. Where everyone belongs. Where everyone leads. Join us in shaping a community where your difference makes a difference, and your impact is real.