Operations Support Specialist

Overview 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. DGS offers 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 intensive therapeutic protocol. DGS’s 24‑hour statewide Mobile Response and Stabilization Services (MRSS) dispatch 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 supplied 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 the benefits of 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. DGS also offers services tailored to meet the unique behavioral health care needs of child welfare‑involved families and foster youth. Benefits 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 The Operations Support Specialist will assist with a variety of operational duties as directed by the Operations Support Coordinator and/or DGS Practice Manager. The role requires completion of annual HIPAA privacy and security training. Responsibilities Intake and Scheduling: Answer phone calls, prioritize messages, use telephone system effectively; make reminder calls; reschedule missed appointments; check‑in patients; verify insurance; scan documents; schedule intake appointments; prepare new patient packets; update forms; schedule appointments for current outpatient and psychiatry clients; maintain courteous, professional attitude. Front Desk: Manage waiting room; check‑in/check‑out clients; verify demographics and insurance; scan insurance cards; collect co‑pays and issue receipts; print daily schedule; distribute mail and incoming documentation; maintain DGS forms; open/close building. Medical Records: Maintain chart audit; open/close clinical records; monitor retention and destruction of charts; distribute deficiency reports and case reviews; copy, send, and scan medical records requested by third parties; pull charts for audits; copy all PBH service admission referral forms and enter into EMR. General Responsibilities: Uphold professional standards of treatment and organizational mission; maintain 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 GED; or at least three months of 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 Equal Opportunity Employment 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. #J-18808-Ljbffr