Outpatient Support Services Supervisor

Park Place Behavioral Healthcare•Kissimmee, FL

About The Position

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.

Requirements

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
Must have Intermediate to advanced experience in MS Office Suite (Outlook, Word, Excel, PowerPoint), the use of personal computers, and standard office productivity software.
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.

Responsibilities

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.