Operations Support Specialist

Job Description

About Delaware Guidance Services

Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by JCAHO. In 2020, we were honored as a Compassionate Champion for our dedication to serving youth and families using a trauma-informed approach.

Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS’ 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients’ siblings, caregivers, classmates, and peers.

Our client population is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many of our clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth

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

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.

Part-time