Supervisor of Outpatient Access

Job description

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team! JOB DESCRIPTION: Position Summary The Supervisor, Outpatient Access provides day-to-day leadership and operational oversight of outpatient access and admission functions. This position is responsible for ensuring individuals seeking outpatient behavioral health services experience a timely, consistent, and coordinated pathway from initial referral through intake, registration, eligibility verification, scheduling, and enrollment into the appropriate service. The Supervisor oversees assigned access staff, monitors referral and admission workflows, addresses barriers to timely access, and collaborates with outpatient clinical and operational leaders to improve continuity of care, reduce referral leakage, and ensure individuals are connected to the appropriate level and type of outpatient service. Essential Duties and Responsibilities Provides day-to-day supervision, direction, coaching, and support to staff responsible for outpatient access, intake, registration, referral coordination, scheduling, and admission/enrollment functions. Oversees the outpatient referral and admission process from initial point of contact through successful connection to services, ensuring referrals are reviewed, processed, and dispositioned within established timeframes. Monitors incoming internal and external referrals and ensures individuals are appropriately routed to available outpatient services based on identified needs, program criteria, location, and service availability. Oversees registration and admission workflows, including collection and verification of required demographic, insurance, eligibility, consent, and other admission information. Ensures Medicaid and other insurance eligibility information is verified as required and that identified coverage or authorization issues are escalated appropriately. Coordinates outpatient scheduling processes to support timely access to screening, assessment, therapy, medication management, and other outpatient services. Monitors referral status, scheduling availability, wait times, referral leakage, incomplete admissions, no-shows, and other access indicators and works with leadership to address identified barriers. Ensures appropriate follow-up occurs when individuals cannot be immediately scheduled or when additional information is needed to complete the referral or admission process. Supports effective internal program transfers and transitions between Centerstone services, reducing unnecessary duplication of intake activities and barriers to continued care when appropriate. Maintains collaborative relationships with outpatient clinical leaders, therapists, medical providers, care coordinators, revenue cycle staff, and other Centerstone teams to support efficient movement of individuals into care. Serves as an escalation point for complex access, referral, scheduling, registration, or admission concerns and assists staff in resolving barriers to service. Ensures access staff provide timely, respectful, and high-quality customer service to individuals, families, referral sources, community partners, and internal teams. Reviews staff work and documentation for accuracy, completeness, timeliness, and compliance with organizational, payer, contractual, and regulatory requirements. Completes routine quality assurance reviews of outpatient referral, intake, registration, scheduling, and admission processes and leads improvement efforts when gaps are identified. Monitors access-related performance indicators and communicates trends, barriers, and opportunities for improvement to outpatient leadership. Assists with development and implementation of standardized outpatient access workflows, policies, procedures, scripts, tools, and documentation requirements. Ensures appropriate onboarding, training, and ongoing competency development for assigned staff. Participates in recruitment, interviewing, performance evaluations, coaching, corrective action, and staff development in accordance with organizational policies. Develops staffing and coverage plans to ensure outpatient access functions remain adequately supported during vacancies, absences, and periods of increased referral volume. Completes required reports accurately and within established timeframes. Performs other duties as assigned to support effective outpatient access and continuity of care. Supervisory Responsibilities This position has supervisory responsibilities, which may include providing direction, training, coaching, performance feedback, staff development, performance evaluation, and corrective action in accordance with system policies. Knowledge, Skills, and Abilities Ability to communicate effectively through written, verbal, in-person, and virtual methods. Knowledge of behavioral health outpatient referral, intake, registration, scheduling, and admission processes. Knowledge of healthcare eligibility, payer, authorization, and documentation requirements. Strong customer service and service-recovery skills. Ability to supervise, coach, develop, and hold staff accountable for performance expectations. Ability to identify workflow barriers and implement practical process improvements. Strong organizational, prioritization, and problem-solving skills. Ability to monitor operational data and use performance information to improve access and workflow. Ability to collaborate effectively across clinical, operational, administrative, and revenue cycle functions. Ability to manage multiple priorities in a fast-paced behavioral healthcare environment. Commitment to timely access, person-centered service, and a no-wrong-door approach to behavioral healthcare. Minimum Qualifications Education Bachelor's degree in healthcare administration, business administration, human services, behavioral health, social work, psychology, or a related field required. Equivalent relevant experience may be considered in accordance with organizational requirements. Experience Minimum of three years of relevant experience in behavioral health, healthcare access, admissions, intake, registration, scheduling, referral coordination, or related healthcare operations. Prior supervisory, lead, or team coordination experience preferred. Licenses and Certifications No professional clinical license required. Valid Florida driver's license with a safe driving record when driving is required for the position. Preferred Qualifications Experience supervising outpatient behavioral health access, admissions, intake, registration, or scheduling functions. Experience with Medicaid eligibility, managed care, insurance verification, and authorization processes. Experience with behavioral health electronic health record and scheduling systems. Experience monitoring access metrics, referral conversion, wait times, no-shows, and related operational performance indicators. Experience implementing standardized workflows and process improvement initiatives. Physical and Work Environment Requirements Work is performed in an office, clinical, and/or outpatient healthcare environment depending on role and assignment. The position may involve routine use of office, clinical, or electronic systems and equipment. Duties may require prolonged periods of sitting, standing, walking, and working at a computer. Work hours may include evenings or extended hours based on program and access needs. This position is classified as sedentary work. Sedentary work involves exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Program and State-Specific Requirements N/A Disclaimer The statements herein are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties and responsibilities may change at any time with or without notice. Time Type: Full time Pay Range: $55,900.00--$78,330.00 Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy: Medical, dental, and vision health coverage Flexible Spending and Health Savings Accounts 403b retirement plan with company match Paid time off and ten paid holidays AD&D Insurance, Life Insurance, and Long Term Disability (company paid) Employee Resource Groups Continuing education opportunities Employee Assistance Program Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect. At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture. Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve. Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.