Outpatient Support Services Coordinator

Park Place Behavioral Healthcare; Kissimmee (FL); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

401K

Job summary

Park Place Behavioral Health Care in Kissimmee, FL is seeking a diligent Scheduler to manage client interactions, referrals, and appointment coordination for both telehealth and in‑person visits. You will ensure accurate registration, verify insurance benefits, and collect copays, delivering excellent customer service.

Responsibilities include updating the EHR, coordinating with providers and external facilities, and maintaining communication with staff to support seamless care delivery.

Qualifications

• High School Diploma or GED required.
• 2 years of customer service experience with strong telephone etiquette.
• Experience in behavioral health or medical facilities is preferred.
• Ability to work a flexible schedule and communicate effectively.
• Bilingual abilities are preferred.

Responsibilities

• Answer clients and staff courteously by phone or in person.
• Register/update client demographics in the EHR for new clients.
• Check in clients for telehealth and in‑person appointments; verify benefits and collect co-pays.
• Scan IDs and insurance cards to client records; update information as needed.
• Make appointment reminder calls; verify insurance details and balances.
• Assist clients with questions about outstanding balances; refer to Patient Accounts if needed.
• Manage waitlists, referrals, and scheduling across channels.
• Coordinate care with outside agencies, hospitals, and providers.
• Maintain data on referrals and monthly waitlist reports.

Skills

Customer service

Telephone etiquette

Communication skills

Multilingual preferred

Education

High School Diploma or GED

Tools

MS Office Suite

Electronic Health Record (EHR)

Job description

Job Details

Job Location: Kissimmee, FL 34741

Position Type: Full Time

ABOUT US:

Park Place Behavioral Health Care is a leader in mental health and substance use disorder services since 1976. Our multi-site facility offers a full range of new and innovative behavioral healthcare services. Designed to meet the diverse needs of those seeking inpatient or outpatient services.

With over 40 years of experience, Park Place and our dedicated staff strive to make a difference in the community.

HOW DO YOU MAKE A DIFFERENCE?

We work together with individuals and families to improve their health and wellness, help them live a self-directed life, and strive to reach their full potential. We all here play a part in this process, so join our team of more than 300 employees and be an essential piece.

SUMMARY:

Responsible for managing client interactions, referral processing, and scheduling duties, while delivering exceptional customer service both over the phone and in person. Key responsibilities include admitting new clients, coordinating appointment check-ins, collecting copays, and maintaining consistent communication with internal staff, medical providers, and external facilities such as doctors’ offices and hospitals.

SUPERVISORY RESPONSIBILITIES:

N/A

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to clients and staff in a courteous, timely, and professional manner by phone or in person.
• Accurately register and/or update all necessary client demographics screens in the EHR for new clients.
• Responsible for 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.
• Scan and save identification and insurance cards to client records including any change of information.
• Perform 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.
• Assist clients with their questions regarding any outstanding balances. Refer to Patient Accounts Specialist if client requires further assistance.
• Manage standby or open access lists.
• Monitor and manage website, email, faxes, chat rooms and online applications to schedule and initiate services.
• Process referrals for new and follow up clients.
• Coordinate care of new clients with outside agencies, hospitals and providers.
• Track data of client referrals within the system.
• Maintain programs waitlist and report monthly
• Manage web based interactions and telephone to communicate regularly with customers in regards to transferring, scheduling, rescheduling and cancelation of appointments.
• Operates a telephone switching system to handle incoming calls regarding scheduling and route other incoming calls to the correct individual or department.
• Perform telephone operations such as, transferring and forwarding calls, use of voice mail, etc.
• Performs other duties as required by supervisor.

QUALIFICATIONS

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 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.

QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE:

• High School Diploma or G.E.D. Certificate.
• 2 years of customer service with exemplary telephone etiquette experience required.
• Experience in a behavioral health or medical facility preferred but not 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. Bilingual preferred.
• Knowledge using registration, scheduling systems, telephone switching system, and web based resources.

COMPUTER SKILLS:

• 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.

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals

REQUIREMENTS:

• 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.

PHYSICAL DEMANDS:

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

While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee is occasionally required to stand; walk; sit; climb or balance; stoop; kneel; crouch; or crawl; and talk or hear.

In case of emergencies or business needs, this position may require to work remote

WHAT IS IN IT FOR YOU?

There are jobs, and there are careers. This is a career. Being part of the team at Park Place Behavioral Health Care provides you with a unique opportunity to make a difference in the lives of those we serve

Other than a great salary, you will also receive great benefits such as paid time off, holiday pay, medical, dental, vision, basic life and AD&D insurance, short-term disability, flexible spending account, 401K, FMLA, and many more. We also offer training and a flexible schedule with full-time, part-time, and contract work.

We look forward to reviewing your application!

We are an equal opportunity employer, and we are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We encourage qualified candidates from all backgrounds to apply for opportunities.

We strive to create a diverse and inclusive workplace where all employees feel valued, respected, and empowered to bring their authentic selves to work. We believe that diversity enriches our company culture and enhances our ability to innovate and serve our customers effectively. If you require reasonable accommodation during the application or interview process, please contact our HR Department at 407-846-0023.