Outpatient Support Services Supervisor

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 Pay
• Medical, Dental, and Vision Insurance
• Basic Life and AD&D Insurance
• Short-Term Disability
• Flexible Spending Accounts
• 401(k) Retirement Plan
• FMLA Leave
• Ongoing Training & Development
• Flexible Work Options (Full-time, Part-time, Contract)
• Career Advancement Opportunities 

With over 45 years of service in the community, Park Place Behavioral Health Care is a trusted leader with stability, flexibility, and purpose.

ABOUT THE ROLE:

SUMMARY: 

The Support Staff Supervisor is responsible for the day-to-day supervision and management of the outpatient support services team. This role ensures efficient front desk operations, appointment scheduling, referral coordination, and customer service for individuals receiving services across outpatient programs.

The Support Staff Supervisor oversees staff hiring, training, performance management, and disciplinary actions to ensure the team maintains high standards of service and operational efficiency. This position reports directly to the Medical Office Manager and works collaboratively with clinical and administrative teams to support access to care and effective coordination of services.

SUPERVISORY RESPONSIBILITIES: 

Directly supervises the Outpatient Support Services Coordinators responsible for scheduling, front desk operations, and referral coordination. Responsible for staff hiring, training, scheduling coverage, performance management, and disciplinary actions.

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.

• Supervise daily operations of outpatient support services coordinators. 
• Hire, train, coach, and evaluate support staff to ensure adherence to agency standards and procedures.
• Manage staff schedules and ensure adequate coverage for check-in areas, phone systems, and scheduling functions.
• Monitor appointment scheduling processes to ensure accuracy, efficiency, and timely access to care.
• Ensure confirmation calls, appointment updates, and documentation are completed accurately in the electronic health record.
• Oversee patient intake processes including demographic information, insurance verification, and required documentation.
• Monitor collection of copayments and ensure proper reconciliation of daily cash and payment reports.
• Assist staff in resolving insurance verification issues, patient balance concerns, and scheduling conflicts.
• Ensure financial assistance applications and renewals are reviewed and processed according to agency procedures.
• Address escalated customer service concerns and promote a professional, service-oriented environment.
• Monitor online appointment requests, phone communications, and other access channels for timely response.
• Generate reports and provide operational updates to the Medical Office Manager as requested.
• Ensure staff follow agency procedures for emergency communication and internal response protocols.
• Perform other duties as assigned by the Medical Office Manager.

CORE COMPETENCIES:

• Strong customer service orientation with excellent speaking, listening, and communication skills.
• Demonstrates maturity, empathy, and sensitivity when working with individuals receiving behavioral health and substance use services.
• Ability to effectively communicate patient needs and relevant information to behavioral healthcare staff and interdisciplinary teams.
• Knowledge of PPBH and community behavioral health programs and services, with the ability to guide individuals to appropriate services and referrals.
• Proficiency in navigating electronic health record systems, insurance verification platforms, and Microsoft Office applications.
• Strong leadership, organizational, and problem-solving skills in a high-volume service environment.
• Ability to manage multiple priorities while maintaining accuracy, professionalism, and attention to detail.

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 the essential functions.

• Must have an Associate or Bachelor’s degree (preferred) in a related field and/or equivalent job experience, or a combination of the two
• General math skills and experience working with data
• Computer competency for data entry and the production of reports and schedules 
• Excellent communication skills in customer service and experience working as a company team member 
• Ability to fulfill the company’s standards and values when performing scheduling tasks 
• Display kindness and be open to providing scheduling accommodations to customers, individuals receiving services or staff 
• Have an eye for detail and organization 
• Ability to perform more than one task at a time and solve problems quickly
• Schedule project timelines in order to predict the finish date for larger projects 
• COMPUTER SKILLS: Must have Intermediate to advanced experience in MS Office Suite (Outlook, Word, Excel, PowerPoint), the use of personal computers, and standard office productivity software.

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.
• PPBH is a 24/7 Agency.  All employees must be available as needed when required.

PHYSICAL DEMANDS:

The physical demands described 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 frequently required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee is regularly required to stand, walk, sit, climb or balance, stoop, kneel, crouch, crawl, talk or hear.

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate to loud.

If this sounds like you, we invite you to apply.  We can’t wait to meet you!

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.com