Patient Services Coordinator

POSITION SUMMARY  

The Patient Services provides front-desk patient support in a trauma-informed behavioral health environment, ensuring a welcoming and efficient patient experience aligned with Polara Health values.

ESSENTIAL RESPONSIBILITIES 

Responsibilities will include, but will not be limited to, the following:

1. 1. Key Responsibilities:

• Greet and assist patients in person and via phone in a respectful, compassionate manner

• Collect, scan, and upload client documents during check-in

• Collect client co-pays at the time of service and/or setup client payment plans if self-pay

• Schedule and coordinate appointments across different care models

• Review and update patient demographic information as needed

• Ensure proper paperwork is retrieved from clients prior to final check-in

• Close-out client experience by scheduling follow-up appointments, when needed

• Maintain strict HIPAA compliance and confidentiality

• Promote a stigma-free, welcoming environment consistent with Polara Health mission

1. Core Responsibilities:

Patient Experience Support

• Address patient questions, concerns, and service issues.

• Educate patients regarding appointment preparation and organizational processes.

• Help improve patient satisfaction and service excellence.

Administrative Support

• Maintain accurate patient records.

• Process forms, referrals, and medical documentation.

• Ensure compliance with organizational policies and regulatory requirements.

Collaboration

• Coordinate activities among physicians, nurses, case managers, financial counselors, and ancillary departments.

• Facilitate communication between patients and care teams.

• Support continuity of care across inpatient and outpatient settings.

1. Essential Competencies:

Customer Service Excellence

• Strong interpersonal and communication skills.

• Empathy and professionalism.

• Ability to manage sensitive patient interactions.

Organizational Skills

• Ability to prioritize competing demands.

• Strong attention to detail.

• Effective time management in high-volume environments.

Problem Solving

• Ability to resolve scheduling conflicts and patient concerns.

• Critical thinking and decision-making skills.

• Ability to identify barriers to patient access and care coordination.

Teamwork & Collaboration

• Strong relationship-building skills.

• Ability to work across clinical and administrative departments.

• Commitment to patient-centered care.

REQUIRED QUALIFICATIONS

High school diploma or GED required.

A minimum of 2–4 years of progressive healthcare operations management experience is required, preferably in a behavioral health setting:

• Healthcare customer service

• Patient access or registration

• Medical office administration

• Care coordination

• Scheduling or referral management

Technical Knowledge:

Understanding of:

• Healthcare operations and patient flow

• Insurance and benefit verification

• Scheduling procedures

• HIPAA and patient confidentiality requirements

• Electronic health records (EHRs)

*All staff are expected to cross-train to support other similar front end operations functions.*

*Staff will rotate to other outpatient locations to support vacancies, planned and unplanned time off.*

PREFERRED QUALIFICATIONS

Associate or Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or related field preferred.

Certifications

• Certified Healthcare Access Associate (CHAA)

• Certified Revenue Cycle Representative (CRCR)

• Patient Experience certifications

• Medical Office Administration certifications

Additional Experience

• Experience in multi-specialty or integrated healthcare systems.

• Familiarity with referral authorization and insurance processes.

• Experience supporting both inpatient and outpatient service lines.

PHYSICAL DEMANDS & WORKING CONDITIONS 

The nature of work may generate considerable physical (transporting, moving, assisting clients, etc.), mental and visual demands.  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.

• Daily, weekly, monthly and annual deadlines

• Specific vision abilities require close vision, distance vision, peripheral vision, depth perception and ability to adjust focus; must also have adequate vision to read correspondence(s), computer screen(s), form(s), etc.

• Manual dexterity sufficient to operate keyboard, copier, telephone, calculator, and the ability to write and/or type

• Ability to be physically mobile (stand, walk, reach, climb, bend) and also the ability to sit for prolonged periods throughout work hours

• Must be able to occasionally lift and/or move 25 or more pounds

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

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 *