Operations Support Specialist

Essential Functions

• 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
• Aid patients with any questions or difficulties regarding the assessment and 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
• 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
• Distribute mail and incoming documentation; maintain DGS forms for the site; open/close building
• 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

Other Duties

• 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

• Prioritize tasks and handle multiple assignments simultaneously
• Ability to maintain confidentiality

Supervisory Responsibilities

• None

Work Environment

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

Physical Demands

• Minimal travel required
• Minimal lifting required

Qualifications

• High school diploma or general education degree (GED)
• At least three months’ related experience and/or training
• 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

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.

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

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