Crisis Unit Customer Engagement Specialist, Mid Shift or Overnight Shift

We are seeking a candidate to join the team at our Crisis Stabilization Unit (CSU), located at 8655 E. Eastridge Drive in Prescott Valley. The schedule for this position is 11 am to 9 pm, Wednesday through Saturday.
 
The Customer Engagement Specialist provides front desk services at the CSU and is an integral part of our crisis continuum of care. They answer all incoming calls, greet walk-in clients, track and review prospective admission packets, and work with the internal team and referring agencies on pre-admission processes to both the CSU and the Psychiatric Hospital. In-person and phone contact with clients and families in the clinic, referral sources, and community partners (including law enforcement agencies) is required.

POSITION SUMMARY

A Customer Engagement Specialist must have the ability to handle stressful situations and encounters, be empathetic, provide exceptional customer service, and have the ability to work in either a team environment or independently. Must be able to collect necessary information, including personal, physician and insurance information. This is the first person clients interact with, both in person and on the phone. Schedules visits and directs client's inquiries and concerns to the appropriate people. Partners with the clinical staff to provide seamless patient care and satisfaction.

ESSENTIAL RESPONSIBILITIES 

• Greeting clients and visitors by providing exceptional customer service

• Checks clients in/out; Facilitates client flow by notifying the provider/outpatient nursing/any other clinical staff of client's arrival, being aware of delays, and communicating with clients and clinical staff

• Optimizes clients’ satisfaction, upon scheduling appointments in person or by telephone

• Maintains provider/outpatient nursing/ any other clinical staff daily schedules; including confirmation calls prior to appointment

• Maintains client accounts by obtaining signatures to ensure all forms are up to date, updating general demographics and scanning documents needed in clients charts

• Collecting copayments, and past due balances

• Protects clients’ confidentiality, making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended

• Answer the phone while maintaining a polite, consistent phone manner using proper telephone etiquette

• Prior to intake or admit to inpatient units, verify client eligibility/enrollment such as AHCCCS, other agency and any third-party liability insurance

• Be able to assist client with applying for AHCCCS

• Perform general duties like sort and distribute incoming mail, keep the premises clean and organized

• Work daily reports in a timely manner double checking for accuracy while keeping on tasks with time management

• Capability to respond in a quick and effective manner in case of an emergency or crisis situation

QUALIFICATIONS

·         21 years of age or older; or minimum 18 years old and licensed or certified under A.R.S. Title 32 and providing services within the personnel member’s scope of practice; or minimum 18 years old for select administrative positions

·         Must be able to provide or obtain an AZDPS Level One Fingerprint Clearance Card

• Must possess/maintain a valid driver's license, current automobile insurance and a driving record that meets the guidelines and requirements of the organization

• Minimum of a High School Diploma or GED required

• 1 year of experience in Customer service related field

• 1-2 years of experience in a medical or behavioral health background preferred

• Bilingual (English/Spanish) preferred

• Positive attitude and team-player mentality

• A firm, confident responsiveness that maintains the organization's integrity

• The ability to handle sensitive situations and stress effectively, not taking matters personally, and projecting a professional attitude

• Exceptional customer service skills and ability to work independently

• Must possess excellent verbal and written communications skills

• Ability to multi-task and work in a team environment

• Must be detail-oriented and set high standards for accuracy.

• Strong interpersonal, organizational, analytical, decision-making, and problem-solving skills required

• Must be computer literate with knowledge of Outlook and Microsoft Office software (i.e. Word, Excel) and the ability to learn other programs

• Must maintain an excellent attendance record

CORE COMPETENCIES 

·         People​ – Passionately believes in people and embraces diversity

·         Integrity ​–​​Does the right thing even when no one is looking

·         Learning ​–​​Challenges old paradigms with critical thinking, curiosity and creativity

·         Accountability​ – Sets an intentional culture of personal responsibility; believes everyone carries the load

·         Relationships ​– Serves colleagues and consumers with love, empathy and compassion

PHYSICAL DEMANDS & WORKING CONDITIONS

The physical and working demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·         Office environment, travel within the community, as needed

·         Heavy exposure/use of computers, cell phones, office phones, etc.

·         Ability to sit for prolonged periods throughout work hours

·         Must be able to occasionally lift and/or move 5 or more pounds

·         Must be able to respond appropriately and effectively in crisis situations by using good judgment and following Polara Health protocols

This position is considered Safety-Sensitive by Polara Health.

Polara Health subscribes to the principles of Equal Employment Opportunity. Polara Health’s policy is to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to ancestry, age, color, disability, genetic information, gender identity, gender expression, marital status, medical condition, military or veteran status, national origin, pregnancy, race, religion, sex/gender, sexual orientation, or any other basis prohibited by federal, state, or local law. As an Equal Opportunity Employer, Polara Health intends to comply fully with applicable federal, state, and local employment laws, and the information requested on this application will be used only for purposes consistent with those laws.

In accordance with requirements of the Americans with Disabilities Act, Polara Health’s policy is to provide reasonable accommodation for applicants requesting accommodation(s) during the application process, so the applicant may be given a full and fair opportunity to be considered for employment. If any candidate needs a reasonable accommodation to participate in the interview process, please notify Polara Health in any of the following ways: by calling 928-445-5211, ext. 4047, U.S. Mail, or hand deliver to Polara Health 3343 N. Windsong Drive, Prescott Valley, AZ 86314 Attention: Human Resources Job Applicant Request.

Employment is contingent on background checks as required by Polara Health’s policies which may include: Fingerprint Clearance, Drug Test, Criminal History, Driving History Record, Sex Offender Registry Search, Department of Child Services, State Central Registry Check, Employment Verification, Education Verification, and Professional References.

We Offer the Following Benefits to Full Time Employees:

Medical * Dental * Vision * Short and Long Term Disability * Life Insurance * Health Savings Account * Flexible Spending Account * Employee Assistance Program * 401(k) * Up to 3 Weeks of Paid Time Off * 10 Paid Holidays per Year * Shift Pay (for select inpatient and residential positions) * Educational Reimbursement *