Front Office Lead

Job Preview at a Glance :

Under the direction of the Front Office Supervisor, this position will be responsible for performing front office duties including patient care activities, front office check-in and check-out, scheduling, verifying medical insurance, and scheduling and confirming appointments.

Duties & Responsibilities :

• Coordinates daily front office functions : assisting clients, doctors and staff with appointments, no shows, emergencies, med issues / refills, etc.
• 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 appointment.
• Completes intake referrals and screening.
• 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 request, med issues, and / or prior authorizations.
• Obtains appropriate paperwork from clients.
• Receive direction on a daily basis and works as a team with site staff and management.
• Maintains the AHCCCS Outreach Report
• Audit / reviews all intakes / intake paperwork for accuracy.
• 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.
• Responsible for consumer eligibility maintenance and integrity of eligibility data in HMS.
• Completes data entry of consumer eligibility in a timely and accurate manner in HMS.
• Completes financials upon intake, significant change, and annually.
• Process / resolve all CFS issues (99 Report, Open Issues, Eligibility and / or Enrollment, etc.)
• Assists consumers with AHCCCS applications using 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.
• Processes accurate, thorough and current billing, staff paperwork, mail, data entry, filing, documentation, supplies, and scheduling.
• Monitors supply inventory.
• Monitors daily schedules to ensure information is being updated / obtained by front office staff.
• May act as Safety Co-Officer and / or assists in the monitoring of compliance with safety drills and inspections.
• Assists Front Office Supervisor with supervision of CSRs and front office operations.
• Assists Front Office Supervisor with the recruitment, hiring, and staff training.
• Assists Front Office Supervisor with resolving complaints in a timely and effective manner.
• Attends department and / or agency meetings as required.
• Covers any / all front office duties as needed.
• To ensure compliance & adequate services, additional job duties may be required to meet the needs of the program and or department.

Education & 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
• Required to maintain personal auto insurance per SBH guidelines.
• Must be eligible and / or have a valid Fingerprint Clearance Card through the Arizona Department of Public Safety (as required per program requirements).

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.

To learn about Southwest Behavioral & Health Services mission, values and services please review our website at

Mission and Values

Our teams are working hard to ensure our Mission and Values are continuously modeled throughout our organization and in all of our daily interactions.

Delivering compassionate care to enhance lives and improve communities.

• Compassion
• Integrity
• Quality
• Empowerment
• Innovation
• Trust

SB&H is a drug-free workplace, drug screening required. Southwest Behavioral & Health Services is an Equal Employment Opportunity Employer.

Southwest Behavioral & Health Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.