Operations Support Coordinator
DELAWARE GUIDANCE SERVICES FOR CHILDREN
Summary
The Operations Support Coordinator (OSC) is assigned to one or more DGS sites and is responsible for client intake and scheduling, front desk, customer service, and supplies and materials.
Job description
Summary/Objective
The Operations Support Coordinator (OSC) is assigned to one or more DGS sites and is responsible for client intake and scheduling, front desk, customer service, and supplies and materials.
Essential Functions: Intake and Scheduling
- Receive calls, screen and route prospective clients/families/referring agencies according to established policies and procedures
- Explain intake procedures and fee policy, verify insurance coverage and benefits, obtain authorizations for services
- Advise guardians of documentation due at intake; verify legal guardianship
- Schedule and document intake and follow-up appointments in Electronic Health Record (EHR)
- Notify therapists, clinical coordinators and billing staff of upcoming appointments and documentation
- Arrange for assistive services/resources as needed; manage waiting list; draft and issue correspondence
- Prepare intake paperwork and establish record in EHR
Front Desk
- Manage the waiting room and conduct client check-in and check-out, including obtaining client vital signs
- Verify client demographics and insurance, scan insurance cards, collect payment, issue receipts, and record payments
- Print daily schedule, notate outstanding balances, verify insurance, and confirm upcoming appointments
- Distribute mail and incoming documentation; maintain DGS forms for the site; open/close building
- Receive, document, and route requests for medical records
- Implement relevant contingency procedures (e.g., DGS' No Coverage Policy)
- Conduct, document, and submit reports related to the environment of care and fleet
Supplies and Materials
Monitor, maintain, order, and coordinate distribution of office supplies according to established policies and procedures.
General Responsibilities
- Uphold professional standards and the mission of the organization
- Adhere to all agency policies and procedures
- Provide goal-directed and team-oriented services
- Communicate effectively and professionally with all stakeholders
Supervisory Responsibilities
May supervise Operations Support Specialist.
Work Environment & Physical Demands
- 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
- Travel Required: Yes, travel between sites as assigned
Minimum Qualifications
- Associate degree in Office Management or a related field OR high school graduate/equivalent with at least one year of work experience in a healthcare setting
- Customer service experience
Preferred Qualifications
Experience using Electronic Health Record (EHR) platforms.
Requirements
- Associate degree in Office Management or a related field OR high school graduate/equivalent with at least one year of work experience in a healthcare setting
- Customer service experience
- Experience using Electronic Health Record (EHR) platforms (preferred)
- Ability to travel between sites as assigned
- Ability to lift up to 15 pounds at times
Benefits
- Competitive Compensation
- Incentive Pay
- Generous Paid Time Off
- Retirement Fund Contribution
- Professional Development Opportunities
- Medical, Dental & Vision Insurance
- Life & Long-term Disability Insurance
Company overview
Delaware Guidance Services for Children & Youth, Inc. (DGS) is Delaware's largest not-for-profit provider of behavioral health services for children and youth, serving the state's families since 1953. As the premier outpatient behavioral health organization for children and adolescents in Delaware, DGS provides comprehensive mental health services to approximately 10,000 children and their families annually through a continuum of programs offered across five clinic locations in Wilmington, Newark, Dover, Lewes, and Seaford. The organization is fully accredited by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and operates as a member of Delaware's Division of Child Mental Health Services system. DGS offers a wide range of evidence-based therapeutic services including outpatient counseling, crisis intervention, school-based counseling, parent-child interaction therapy, and family-based mental health services. Their 24/7 statewide Mobile Response and Stabilization Services provide immediate crisis support for children experiencing behavioral health emergencies. With a mission focused on building resilient families and nurturing children's well-being, DGS employs a strength-based, trauma-informed approach that addresses the effects of trauma at individual, family, and community levels. The organization serves a diverse population, with over 80% of clients receiving Medicaid and approximately 90% coming from households with incomes under $30,000.