Caseload Coordinator

Park Place Behavioral Healthcare•Kissimmee, FL

About The Position

SUMMARY: Performs individual served services and caseload coordination duties to include demonstrating excellent customer service skills, conducting financial assessments, verifying insurance benefits, researching disputed statements, and supporting outpatient scheduling operations and referral coordination across programs. ESSENTIAL DUTIES AND RESPONSIBILITIES: The Duties and Responsibilities reflect the general details considered necessary to describe the principal functions of the job and shall not be construed as a detailed description of all related work assignments that may be inherent to the job. Demonstrate excellent customer service skills. Respond to clients and telephone calls in a courteous, timely, and professional manner. Coordinate and maintain outpatient provider schedules, including gathering availability, specialty services, preferences, and credentialing requirements; update, open, and close schedules within the EHR system as needed. Collaborate with Clinical Managers and department leadership to support coordination of care, optimize provider schedules, and ensure appropriate access to services across outpatient programs. Coordinate the assignment of individuals requesting outpatient services (including substance use, psychiatry, and mental health therapy) to appropriate providers, including new referrals and internal transfers. Manage and process referrals for outpatient services, including intake coordination, transition planning, and scheduling of new and follow-up appointments. Maintain ongoing communication with Outpatient Support Coordination Staff and other outpatient support teams to ensure seamless coordination of services. Monitor and manage outpatient waiting lists (For the therapy programs and psychiatry when needed), including tracking, reporting, and facilitating timely access to care. Accurately register and/or update all necessary screens in the Client Data System/EHR. Identify customer service or access-to-care issues and resolve or initiate necessary follow-up in collaboration with leadership. Provide cross-coverage and support for outpatient coordination functions as needed, including rotating responsibilities within the outpatient support services team to ensure continuity of operations. Performs other duties as required by supervisor. CORE COMPETENCIES (Hourly): Maturity and sensitivity to the special needs of PPBH clients while possessing the knowledge of behavioral health and medical conditions. Ability to communicate individual served needs and information to behavioral healthcare staff. Ability to utilize and navigate an electronic health record, Microsoft office software, and insurance verification websites. Must possess an understanding of agency programs and make referrals to appropriate programs. Must be service oriented with good customer service skills. Must possess the ability to maintain client confidentiality. Strong organizational skills with the ability to manage multiple schedules, priorities, and workflows in a fast-paced outpatient environment. Ability to collaborate effectively with clinical and administrative staff to support coordination of care and access to services.

Requirements

Requires a high school diploma or GED with a minimum of one year of relevant experience, or an equivalent combination of education, training, and experience.
Demonstrates strong critical thinking and professional communication skills, with the ability to interpret and carry out instructions and effectively engage with clients, supervisors, and interdisciplinary teams in both verbal and written formats.
Must have Intermediate to advanced experience in MS Office Suite (Outlook, Word, Excel, and PowerPoint), the use of personal computers, and standard office productivity software.
Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals
A valid Class E Drivers’ License for positions that require driving personal or Agency vehicle on Agency business.
Must maintain a minimum Bodily Injury & Property Liability insurance limit of at least $50,000 for positions that require driving personal own vehicle (POV) on Agency business. (Proof Required)
PPBH is a 24/7 Agency. All employees must be available as needed when required.

Responsibilities

Demonstrate excellent customer service skills.
Respond to clients and telephone calls in a courteous, timely, and professional manner.
Coordinate and maintain outpatient provider schedules, including gathering availability, specialty services, preferences, and credentialing requirements; update, open, and close schedules within the EHR system as needed.
Collaborate with Clinical Managers and department leadership to support coordination of care, optimize provider schedules, and ensure appropriate access to services across outpatient programs.
Coordinate the assignment of individuals requesting outpatient services (including substance use, psychiatry, and mental health therapy) to appropriate providers, including new referrals and internal transfers.
Manage and process referrals for outpatient services, including intake coordination, transition planning, and scheduling of new and follow-up appointments.
Maintain ongoing communication with Outpatient Support Coordination Staff and other outpatient support teams to ensure seamless coordination of services.
Monitor and manage outpatient waiting lists (For the therapy programs and psychiatry when needed), including tracking, reporting, and facilitating timely access to care.
Accurately register and/or update all necessary screens in the Client Data System/EHR.
Identify customer service or access-to-care issues and resolve or initiate necessary follow-up in collaboration with leadership.
Provide cross-coverage and support for outpatient coordination functions as needed, including rotating responsibilities within the outpatient support services team to ensure continuity of operations.
Performs other duties as required by supervisor.