Outpatient Support Services Coordinator

Park Place Behavioral Healthcare; Kissimmee (FL); On-site; USD 19,286,000 - 27,552,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Flexible Spending Accounts

FMLA Leave

Job summary

Park Place Behavioral Health Care is seeking a motivated front desk coordinator to manage client check-in, registrations, and scheduling for telehealth and in-person visits.

You will verify insurance, collect copays, and coordinate referrals with outside providers while maintaining patient confidentiality and delivering courteous service.

Qualifications

• High School Diploma or GED required.
• 2 years of customer service with exemplary telephone etiquette experience required.
• Bilingual preferred.
• Ability to communicate effectively with clients, staff, and supervisors.
• Familiarity with registration, scheduling, and insurance verification processes.

Responsibilities

• Respond to clients and staff in a courteous, timely, and professional manner by phone or in person.
• Accurately register and/or update client demographics in the EHR for new clients.
• Check in clients for telehealth and in-person appointments; verify insurance benefits and collect co-pays.
• Scan IDs and insurance cards to client records and update information as needed.
• Perform appointment reminder calls and assist with outstanding balances.
• Coordinate referrals and monitor waitlists; manage web-based interactions for scheduling.

Skills

Customer service

Telephone etiquette

Communication

MS Office

EHR navigation

Education

High School Diploma or GED

Tools

Registration systems

Scheduling systems

Telephone switching system

Web-based resources

MS Office Suite

Job description

ABOUT US: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.WHY WORK WITH US?:We offer more than just a job. We offer growth, balance, and the opportunity to make a difference.Our benefits include:Paid Time Off & Holiday PayMedical, Dental, and Vision InsuranceBasic Life and AD&D InsuranceShort-Term DisabilityFlexible Spending Accounts401(k) Retirement PlanFMLA LeaveOngoing Training & DevelopmentFlexible Work Options (Full-time, Part-time, Contract)Career Advancement OpportunitiesWith 50 years of service in the community, Park Place Behavioral Health Care is a trusted leader with stability, flexibility, and purpose.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/AESSENTIAL DUTIES AND RESPONSIBILITIES:The duties and responsibilities outlined above are intended to describe the general nature and level of work performed for this role. They are not intended to be an exhaustive list of all tasks, responsibilities, or assignments that may be required or inherent to the position.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 program waitlist and report monthlyManage web-based interactions and telephone to communicate regularly with customers regarding 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.Performs telephone operations such as, transferring and forwarding calls, use of voicemail, etc.Perform other duties as required by the 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 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:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.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 necessaryAbility 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 manualsREQUIREMENTS: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 remoteWORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.We are an equal opportunity employer, and we are committed to providing equal employment opportunities to all employees and applicants. We also participate with the Florida Care Provider Background Screening Clearinghouse for all employment backgrounds. Please refer to this link for more information: https://info.flclearinghouse.comIf you require reasonable accommodation during the application or interview process, please contact our HR Department at 407-846-0023.