Operations support specialist

Summary/objective

The Operations Support Specialist will be expected to assist with the following job duties, as determined by operational need and as assigned by the Operations Support Coordinator and/or DGS Practice Manager. The Operations Support Specialist must pass an annual HIPAA privacy and security training.

Essential functions:

Intake and Scheduling

• Answer phone calls, prioritize messages, and use the telephone system effectively
• Make reminder calls to patients before their scheduled appointments and document the outcomes
• Call and reschedule patients who miss their appointments and document the no call/no show process
• Check in patients for their behavioral health appointments and update their demographic and insurance information, verify legal guardianship if anyone other than biological parents
• Verify insurance coverage and inform patients of any lapses or eligibility for the DGS sliding fee scale program.
• Scan relevant documents, such as insurance cards, identification cards, and behavioral health records, before the end of the day
• Schedule intake appointment, update appointment in computer, and notify appropriate therapist; manage intake wait list and coordinate/communicate as necessary with outpatient coordinators; send letters to legal guardian when attempts to schedule an intake appointment have not been successful
• Prepare new patient packets for behavioral health and ensure that all new patients complete the intake assessment before their visit. Assist patients with any questions or difficulties regarding the assessment
• Ensure that all forms are up to date and have enough copies available.
• Schedule appointments for current outpatient and psychiatry clients and families; call clients who have not been seen in 60+ days, continue to monitor therapist and NP schedules to ensure they are full
• Maintain a courteous, helpful, and professional attitude when dealing with co-workers, patients, and their families. Respect confidentiality at all times.

Front Desk

• Manage waiting room, check-in/check-out clients, verify current demographics and insurance, scan insurance card, collect co-pays issuing receipt and record co-pay, notify clinician/provider of client arrival
• Print daily schedule, notate outstanding balances, verify insurance, and confirm appointments for the following day(s)
• Distribute mail and incoming documentation; maintain DGS forms for the site; open/close building

Medical Records

• Maintain chart audit and verify deficiencies; open/close clinical records/charts; monitor retention and destruction of charts; distribute deficiency reports and case reviews; copy, send, scan medical records requested by third parties; pull charts for studies and insurance company audits
• Copy all PBH service admission referral forms, enter into EMR, scan, and coordinator with Clinical Coordinator and DGS Billing Department

General Responsibilities

• Uphold professional standards of treatment and the mission of the organization
• Maintain a quality code of conduct, ethics and professionalism
• Provide goal-directed and team-oriented services
• Communicate effectively and professionally with all stakeholders

Competencies/ Capabilities:

• Planning & organization/time management
• Initiative/drive, and self-starter
• Collaborative Team Member, Strong Interpersonal skills/relationships/teamwork
• Judgment/decision making/problem solving
• Adaptability/continuous improvement/flexibility
• Commitment and willingness to professional growth and development

Supervisory responsibilities:

None

Work environment:

Office-based

Physical demands:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Travel required:

Minimal, may be asked to travel between sites on occasion

Minimum qualifications:

• High school diploma or general education degree (GED); or at least three months’ related experience and/or training; or equivalent combination of education and experience.
• Ability to prioritize tasks and handle multiple assignments simultaneously
• Ability to maintain confidentiality

Preferred qualifications:

• Medical records and medical scheduling experience

EEO:

Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Delaware Guidance Services

DGS is the largest non-profit provider of outpatient behavioral health services for children and families in Delaware, and the only statewide organization of its kind continuously accredited by The Joint Commission since 1999. Our vision for Delaware—resilient families nurturing children’s well‑being—flows from our mission to provide high‑quality, trauma‑informed therapeutic services that strengthen social, emotional, and behavioral wellness.

Each year, DGS serves an average of 3,500 children and youth through a clinically excellent continuum of care that includes outpatient therapy, community‑based services, school‑based supports, mobile crisis response, and short‑term youth crisis stabilization. Our clinical lines operate 24 hours a day, 365 days per year, ensuring that children and families have access to timely, flexible, and culturally responsive care wherever it is needed—at home, in school, in the community, or at one of our five office locations across Wilmington, Newark, Dover, Lewes, and Seaford.

If you want to learn more about Delaware Guidance Services, please go to https://www.delawareguidance.org/about/.

Why Work at Delaware Guidance Services?

DGS strives to build a collaborative, flexible, and client-focused work environment. Employee wellness is a top priority. In addition to offering flexible work arrangements, DGS offers a comprehensive and competitive employee benefits package including the following:

• Competitive Compensation
• Incentive Pay for Specific Roles
• Generous Paid Time Off (starting at 44 days of paid leave a year)
• Up to 6% Annual Contribution to Your Retirement Fund
• Free Professional Development Opportunities
• Medical, Dental and Vision Insurance
• Life and Long-term Disability Insurance

Position Highlights:

• Generous benefits and time off policies
• Ability to work with children through a mission driven organization