Outpatient Support Services Coordinator

Park Place Behavioral Healthcare•Kissimmee, FL

12d•Hybrid

About The Position

At Park Place Behavioral Health Care, we've been leading the way in mental health and substance use disorder services since 1976. As a multi-site facility, we provide a full spectrum of innovative behavioral health services tailored to meet the needs of both inpatient and outpatient clients. We're more than just a workplace. We’re a mission-driven community dedicated to improving lives. Every member of our team plays a vital role in empowering individuals and families to achieve wellness, live self-directed lives, and reach their full potential. Join our team of over 300 passionate professionals and become part of something meaningful. We’re proud to foster a diverse, inclusive, and respectful environment where every voice matters. We know that embracing different backgrounds and perspectives not only strengthens our culture but also enhances the care we provide.

Requirements

Maturity and sensitivity to the special needs of PPBH clients while possessing the knowledge of behavioral health and medical conditions.
Ability to communicate client 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 for 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.
High School Diploma or G.E.D. Certificate.
2 years of customer service with exemplary telephone etiquette experience required.
Ability to work a flexible schedule when necessary.
Ability to apply common sense understanding and communicate effectively in order to carry out instructions both verbally and in writing with clients, in staff meetings, and with supervisors.
Knowledge using registration, scheduling systems, telephone switching system, and web based resources.
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.

Nice To Haves

Experience in a behavioral health or medical facility preferred but not required.
Bilingual preferred.

Responsibilities

Managing client interactions, referral processing, and scheduling duties, while delivering exceptional customer service both over the phone and in person.
Admitting new clients.
Coordinating appointment check-ins.
Collecting copays.
Maintaining consistent communication with internal staff, medical providers, and external facilities such as doctors’ offices and hospitals.
Responding to clients and staff in a courteous, timely, and professional manner by phone or in person.
Accurately registering and/or updating all necessary client demographics screens in the EHR for new clients.
Checking in clients for both telehealth and in-person appointments, verifying insurance benefits, confirming and updating personal information, updating payor details, and collecting co-pays for new and existing clients.
Scanning and saving identification and insurance cards to client records including any change of information.
Performing appointment reminder calls for all scheduled outpatient appointments, informing client of copays owed (if applicable) and/or balance due or credit available (if applicable), verifying that insurance information is correct and complete, and verifying that home address is correct and complete, making updates as needed.
Assisting clients with their questions regarding any outstanding balances.
Referring to Patient Accounts Specialist if client requires further assistance.
Managing standby or open access lists.
Monitoring and managing website, email, faxes, chat rooms and online applications to schedule and initiate services.
Processing referrals for new and follow up clients.
Coordinating care of new clients with outside agencies, hospitals and providers.
Tracking data of client referrals within the system.
Maintaining program waitlist and reporting monthly.
Managing web-based interactions and telephone to communicate regularly with customers regarding transferring, scheduling, rescheduling and cancelation of appointments.
Operating a telephone switching system to handle incoming calls regarding scheduling and routing other incoming calls to the correct individual or department.
Performing telephone operations such as, transferring and forwarding calls, use of voicemail, etc.
Performing other duties as required by the supervisor.