Operations Support Specialist

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:

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.