Operations Support Specialist

Operations Support SpecialistThe 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 SchedulingAnswer phone calls, prioritize messages, and use the telephone system effectivelyMake reminder calls to patients before their scheduled appointments and document the outcomesCall and reschedule patients who miss their appointments and document the no call/no show processCheck in patients for their behavioral health appointments and update their demographic and insurance information, verify legal guardianship if anyone other than biological parentsVerify 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 daySchedule 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 successfulPrepare 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 assessmentEnsure 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 fullMaintain a courteous, helpful, and professional attitude when dealing with co-workers, patients, and their families. Respect confidentiality at all times.Front DeskManage 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 arrivalPrint 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 buildingMedical RecordsMaintain 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 auditsCopy all PBH service admission referral forms, enter into EMR, scan, and coordinator with Clinical Coordinator and DGS Billing DepartmentGeneral ResponsibilitiesUphold professional standards of treatment and the mission of the organizationMaintain a quality code of conduct, ethics and professionalismProvide goal-directed and team-oriented servicesCommunicate effectively and professionally with all stakeholdersCompetencies/Capabilities:Planning & organization/time managementInitiative/drive, and self-starterCollaborative Team Member, Strong Interpersonal skills/relationships/teamworkJudgment/decision making/problem solvingAdaptability/continuous improvement/flexibilityCommitment and willingness to professional growth and developmentSupervisory responsibilities: NoneWork environment: Office-basedPhysical demands:Prolonged periods of sitting at a desk and working on a computerMust be able to lift up to 15 pounds at timesTravel required: Minimal, may be asked to travel between sites on occasionMinimum 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 simultaneouslyAbility to maintain confidentialityPreferred qualifications:Medical records and medical scheduling experienceEEO: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: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 CompensationIncentive Pay for Specific RolesGenerous Paid Time Off (starting at 44 days of paid leave a year)Up to 6% Annual Contribution to Your Retirement FundFree Professional Development OpportunitiesMedical, Dental and Vision InsuranceLife and Long-term Disability InsurancePosition Highlights:Generous benefits and time off policiesAbility to work with children through a mission driven organization