Outpatient Lead

About the role

New Horizons is the largest mental health and addiction recovery provider on the Treasure Coast, serving 15,000 children and adults annually through inpatient crisis services, a 24-hour help line, mobile response team, and outpatient programs across Indian River, Martin, Okeechobee, and St. Lucie counties. The organization also assists 22,000 students in area schools and collaborates with courts, law enforcement, jails, and hospitals to improve community health and quality of life.

The Outpatient Lead oversees an intake and front desk staff team, manages daily workflows, and ensures all documentation meets organizational, regulatory, and compliance standards. As the primary point of contact with clients, this role is critical for maintaining service quality, reporting accuracy, and compliance.

Responsibilities

• Provide direct supervision, coaching, and support to intake and front desk staff.
• Oversee a team of intake and front desk staff, ensuring accountability and efficiency.
• Provide direct oversight and guidance to Outpatient Front Desk Leads.
• Hold regular staff meetings to ensure communication, updates, and accountability.
• Coordinate or provide external training to support staff development.
• Manage staff scheduling, approve PTO, and ensure appropriate coverage.
• Conduct regular performance evaluations and implement corrective actions when needed.
• Create and run reports to support operations, compliance, and leadership decision-making.
• Ensure all intake activities align with HIPAA, security compliance, cyber compliance, agency policies, and applicable regulations.
• Ensure adherence to IT Policies & Procedures (P&P) across intake and front desk operations.
• Perform other duties as requested.

Requirements

• Proficiency in Microsoft 365, EHR systems, and other data platforms.
• Familiarity with data used in state or federal reporting systems (e.g., DCF, EHRs).
• Must pass Level 2 Background through DCF and AHCA Clearinghouse.

Preferred Qualifications

• Previous leadership experience in Quality Assurance/Quality Improvement (QA/QI) or Outpatient Administration.
• Prior experience in a nonprofit or healthcare setting.
• Two or more years of experience supervising or leading a team.