Intake Specialist / Receptionist
Valley Empower Outpatient Treatment CenterPhoenix, Arizona
Position Summary
Valley Empower is seeking a compassionate, organized, and professional Intake Specialist/Receptionist to serve as the first point of contact for individuals seeking behavioral health services. This role combines front office responsibilities with intake coordination to ensure clients receive a welcoming experience while maintaining compliance with AHCCCS and ADHS requirements.
The ideal candidate enjoys helping people, works well in a fast-paced environment, possesses excellent communication skills, and has strong attention to detail.
Primary ResponsibilitiesFront Desk & Reception
- Greet all clients, visitors, referral partners, and vendors professionally
- Create a warm, welcoming, trauma-informed environment
- Answer incoming phone calls promptly and professionally
- Respond to voicemail messages
- Route calls appropriately
- Manage clinic email inquiries
- Schedule appointments
- Confirm upcoming appointments
- Check clients in and out
- Maintain visitor sign-in procedures
- Keep reception and waiting areas clean and organized
- Ensure confidentiality in all client interactions
Client Intake & Admissions
- Conduct initial client screenings
- Complete intake interviews
- Explain Valley Empower services and program expectations
- Collect required intake documentation
- Verify identity and demographic information
- Obtain copies of insurance cards and identification
- Complete AHCCCS eligibility verification
- Verify insurance benefits
- Enter all client information into the electronic health record (EHR)
- Ensure all intake paperwork is complete
- Obtain required client signatures
- Upload supporting documents into the EHR
- Coordinate intake appointments with clinical staff
- Maintain organized electronic client records
Referral Coordination
- Receive referrals from hospitals, detox centers, residential facilities, probation, tribal agencies, and community organizations
- Contact referred clients within established timeframes
- Schedule intake appointments
- Track referral status
- Communicate with referral sources regarding admission status (when authorized)
- Follow up on pending referrals
- Maintain referral tracking logs
- Build positive relationships with referral partners
Insurance & Eligibility
- Verify AHCCCS eligibility
- Verify managed care enrollment
- Confirm payer information
- Identify authorization requirements
- Notify supervisors of eligibility concerns
- Ensure all payer information is accurate before services begin
Documentation
- Ensure intake packets are complete
- Maintain HIPAA compliance
- Organize client records
- Scan and upload documents
- Maintain accurate electronic records
- Track missing documentation
- Ensure documentation meets agency standards
- Assist with chart audits when requested
Scheduling
- Schedule:
- Psychiatric evaluations
- Individual counseling
- Group counseling
- Case management
- Peer support
- Medication management
- Skills training
- Follow-up appointments
- Coordinate schedules between providers and clients
- Reschedule missed appointments
- Reduce no-show rates through reminder calls and texts
Client Customer Service
- Answer client questions regarding services
- Explain intake requirements
- Assist clients with paperwork
- Help clients access available resources
- Maintain professionalism during difficult situations
- De-escalate upset clients appropriately
- Report concerns to supervisors immediately
Administrative Duties
- Maintain office supplies
- Prepare intake packets
- Organize forms
- Process incoming mail
- Process outgoing mail
- Maintain filing systems
- Update client contact information
- Assist leadership with administrative projects
- Support quality improvement initiatives
Compliance Responsibilities
- Protect client confidentiality
- Follow HIPAA regulations
- Follow AHCCCS requirements
- Follow ADHS regulations
- Follow Valley Empower policies and procedures
- Report compliance concerns immediately
- Maintain accurate documentation
- Complete assigned compliance training
Daily Tasks
- Answer phones
- Check voicemail
- Schedule appointments
- Verify insurance
- Complete new client registrations
- Scan documents
- Send appointment reminders
- Prepare intake folders
- Update referral tracking
- Follow up with pending referrals
- Communicate with clinical staff
- Maintain reception area
QualificationsRequired
- High school diploma or GED
- Minimum one year of receptionist, customer service, medical office, behavioral health, or administrative experience
- Excellent verbal communication skills
- Strong written communication skills
- Professional phone etiquette
- Strong organizational skills
- Ability to multitask
- Excellent attention to detail
- Basic computer proficiency
- Experience using Microsoft Office or Google Workspace
- Ability to learn electronic health record systems
- Ability to maintain confidentiality
- Reliable attendance and punctuality
- Ability to pass a background check
- Valid Arizona driver’s license and reliable transportation
Preferred
- Experience working in behavioral health
- Experience working in substance use treatment
- Experience working with AHCCCS
- Experience using behavioral health EHR systems (such as ICANotes)
- Experience verifying insurance eligibility
- Knowledge of behavioral health terminology
- Knowledge of HIPAA
- Knowledge of trauma-informed care
- Experience with scheduling software
- Bilingual (English/Spanish) preferred
- Experience working with Native American communities is a plus
Skills & Competencies
The ideal candidate demonstrates:
- Exceptional customer service
- Compassion and empathy
- Professionalism
- Strong communication skills
- Problem-solving ability
- Time management
- Critical thinking
- Organization
- Dependability
- Teamwork
- Initiative
- Flexibility
- Ability to remain calm under pressure
- Strong attention to detail
- Ability to work independently
- Cultural sensitivity
- High ethical standards
Physical Requirements
- Sit for extended periods
- Stand and walk throughout the office
- Use a computer for extended periods
- Operate office equipment including scanners, copiers, and printers
What We’re Looking For
We’re looking for someone who genuinely enjoys helping people during what can be one of the most difficult times in their lives. The ideal candidate is organized, dependable, compassionate, and able to keep the front office running smoothly while ensuring every new client experiences a welcoming, professional, and efficient intake process.
This person should understand that they are often the first face and voice of Valley Empower—and that first impression can make a significant difference in whether someone chooses to engage in treatment. Their ability to create trust, communicate clearly, and maintain compliance with documentation and scheduling requirements is essential to the success of both our clients and our clinical team.
Pay: $17.00 - $23.00 per hour
Benefits:
Work Location: In person
