Front Desk / Patient Services Coordinator - Behavioral Health Outpatient

Position Summary

iCare Health Services LLC is seeking a professional, organized, and patient-focused Front Desk / Patient Services Coordinator to support the daily operations of our integrated outpatient behavioral health clinic.

This position serves as a primary point of contact for patients, families, providers, referral sources, health plans, and community partners. The Patient Services Coordinator is responsible for front-desk operations, patient registration, appointment scheduling, insurance verification, referral coordination, collection of required documentation, communication with clinical staff, and maintaining accurate patient information within the Electronic Medical Record (EMR).

The ideal candidate is dependable, detail-oriented, comfortable working in a fast-paced behavioral health environment, and able to communicate compassionately and professionally with individuals experiencing behavioral health, substance use, or other healthcare needs.

Essential Duties and Responsibilities

Front Desk & Patient Services

• Greet patients, families, visitors, and referral sources in a professional and welcoming manner.

• Complete patient check-in and check-out processes.

• Answer incoming telephone calls and route calls appropriately.

• Respond to patient inquiries and assist with general questions regarding appointments and clinic services.

• Maintain an organized, professional, and confidential reception area.

• Monitor patient arrival and communicate delays or scheduling concerns to clinical staff.

• Assist patients with completing required registration, consent, and intake documentation.

• Maintain patient confidentiality and comply with HIPAA requirements.

Scheduling & Provider Coordination

• Schedule, confirm, reschedule, and cancel patient appointments.

• Coordinate appointments with PMHNPs, physicians, nurses, therapists, BHTs, case managers, peer support staff, and other clinical team members.

• Maintain accurate provider schedules for onsite and telehealth services.

• Monitor appointment availability and assist with filling cancellations and open appointment slots.

• Make appointment reminder and follow-up calls.

• Notify providers promptly of patient arrivals, cancellations, no-shows, and scheduling changes.

• Assist management with maintaining appropriate provider coverage.

Intake & Referral Coordination

• Receive and process new patient referrals.

• Contact prospective patients to coordinate intake appointments.

• Collect required demographic, insurance, clinical, and referral information.

• Upload referral documentation into the EMR.

• Track referrals from receipt through scheduling and admission.

• Follow up on incomplete referrals or missing documentation.

• Coordinate with hospitals, health plans, community organizations, case managers, probation/parole personnel, and other referral sources as appropriate.

• Help ensure patients are connected to the appropriate iCare service based on referral information and clinical direction.

Insurance Verification & Authorization Support

• Verify patient insurance eligibility and benefits before services are provided.

• Confirm payer, plan, member ID, effective dates, and applicable coverage information.

• Verify that the patient is eligible on the date of service.

• Identify services requiring prior authorization and notify the appropriate authorization or clinical staff.

• Assist with collecting documentation required for prior authorization submissions.

• Track authorization numbers, approved dates, units, and expiration dates when assigned.

• Communicate insurance or authorization issues promptly to management and clinical staff.

• Help prevent services from being scheduled outside authorized dates or approved service limits.

EMR & Documentation

• Create and maintain accurate patient demographic records in the EMR.

• Scan and upload identification cards, insurance cards, referrals, consent forms, releases of information, and other required documents.

• Ensure required registration and intake documentation is complete.

• Update demographic, insurance, telephone, address, and emergency-contact information as needed.

• Maintain accurate appointment status, including arrived, completed, cancelled, rescheduled, and no-show.

• Protect patient records and confidential information in accordance with HIPAA and organizational policy.

Patient Communication & Follow-Up

• Provide courteous and compassionate customer service.

• Make reminder calls for upcoming appointments.

• Follow up with patients who miss appointments according to clinic procedures.

• Assist patients with scheduling follow-up appointments before leaving the clinic.

• Communicate patient concerns to the appropriate clinical or administrative team member.

• Maintain professional boundaries when interacting with patients and families.

Administrative Support

• Assist with faxing, scanning, copying, filing, and document management.

• Monitor incoming faxes and distribute clinical documents appropriately.

• Assist with medical-record requests and Releases of Information according to policy.

• Maintain office supplies and notify management when supplies need to be reordered.

• Support daily clinic opening and closing procedures.

• Assist with reports related to appointments, referrals, no-shows, patient census, and provider schedules.

• Participate in staff meetings, training, quality-improvement activities, and compliance reviews.

Compliance Responsibilities

The Front Desk / Patient Services Coordinator is expected to:

• Maintain strict HIPAA confidentiality.

• Follow iCare Health Services policies and procedures.

• Protect patient Protected Health Information (PHI).

• Follow infection-control and workplace-safety requirements.

• Complete required annual and organizational training.

• Immediately report suspected privacy, compliance, safety, or documentation concerns.

• Maintain professional and appropriate communication with patients, staff, providers, and external organizations.

Minimum Qualifications

• High school diploma or GED required.

• Previous front-desk, medical office, behavioral health, healthcare, or patient-services experience preferred.

• Experience with appointment scheduling and patient registration preferred.

• Basic understanding of health insurance eligibility and verification preferred.

• Experience working with Medicaid/AHCCCS populations is highly preferred.

• Comfortable using electronic medical records and computer-based scheduling systems.

• Strong verbal and written communication skills.

• Strong organizational and time-management skills.

• Ability to multitask in a fast-paced clinical environment.

• Ability to maintain confidentiality and handle sensitive patient information appropriately.

Preferred Qualifications

• Medical Assistant certification or healthcare-related training is a plus.

• Behavioral health or substance-use treatment experience.

• Experience with AHCCCS and Arizona Medicaid health plans.

• Experience with insurance verification and prior authorization processes.

• Experience using KIPU or another behavioral health EMR.

• Knowledge of HIPAA and behavioral health confidentiality requirements.

• Bilingual skills are a plus.

Core Competencies

Successful candidates should demonstrate:

• Excellent customer service

• Professional communication

• Reliability and punctuality

• Attention to detail

• Patient-centered service

• Confidentiality

• Teamwork

• Problem-solving

• Organization and follow-through

• Ability to prioritize competing responsibilities

• Compassion when working with behavioral health populations

Performance Expectations

The Front Desk / Patient Services Coordinator is expected to maintain accurate patient demographic and insurance information, process referrals promptly, verify eligibility before appointments, maintain accurate provider schedules, complete assigned follow-up activities, minimize preventable scheduling errors, and provide professional customer service to patients and referral sources.

The employee must communicate immediately when insurance, authorization, scheduling, referral, or documentation issues could prevent or delay patient services.

Physical & Work Requirements

• Ability to sit and work at a computer for extended periods.

• Ability to communicate by telephone, electronic systems, and in person throughout the workday.

• Ability to move throughout the clinic as needed.

• Ability to work effectively in an outpatient behavioral health environment serving individuals with varying clinical and psychosocial needs.

Equal Employment Opportunity

iCare Health Services LLC is an Equal Opportunity Employer. Employment decisions are made without unlawful discrimination based on protected characteristics under applicable federal, state, and local laws.

Physical Requirements

The position may require prolonged sitting and standing, frequent computer and telephone use, walking between patient-care areas, bending/reaching, and assisting with routine clinical supplies and equipment. Reasonable accommodations will be considered as required by applicable law.