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 according to established policies and procedures; advise guardians of documentation due at intake; verify legal guardianship according to established policies and procedures.
- 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 according to established policies and procedures; arrange for assistive services/resources as needed; manage waiting list; and draft and issue correspondence according to established policies and procedures.
- Prepare intake paperwork and establish record in EHR according to established policies and procedures.
Front Desk
- Manage the waiting room and conduct client check-in and check-out, including obtaining client vital signs, according to established policies and procedures; verify client demographics and insurance, scan insurance cards, collect payment, issue receipts, and record payments according to established policies and procedures.
- Print daily schedule, notate outstanding balances, verify insurance, and confirm upcoming appointments.
- Distribute mail and incoming documentation; maintain DGS forms for the site; and open/close building.
- Receive, document, and route requests for medical records according to established policies and procedures.
- Implement relevant contingency procedures according to established policies and procedures (e.g., DGS’ No Coverage Policy).
- Conduct, document, and submit reports related to the environment of care and fleet according to established policies and procedures.
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: 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: 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
Equal Employment Opportunity (EEO):
Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
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 DGS is the largest non-profit provider of outpatient behavioral health services for children and families in Delaware, and the only statewide organization of its kind continuously accredited by The Joint Commission since 1999. Our vision for Delaware - resilient families nurturing children’s well‑being - flows from our mission to provide high‑quality, trauma‑informed therapeutic services that strengthen social, emotional, and behavioral wellness. Each year, DGS serves an average of 3,500 children and youth through a clinically excellent continuum of care that includes outpatient therapy, community‑based services, school‑based supports, mobile crisis response, and short‑term youth crisis stabilization. Our clinical lines operate 24 hours a day, 365 days per year, ensuring that children and families have access to timely, flexible, and culturally responsive care wherever it is needed - at home, in school, in the community, or at one of our five office locations across Wilmington, Newark, Dover, Lewes, and Seaford. If you want to learn more about Delaware Guidance Services, please go to https://www.delawareguidance.org/about/
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 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
