Operations Support Specialist

DELAWARE GUIDANCE SERVICES FOR CHILDREN•Wilmington, DE

14h•Onsite

About The Position

The Operations Support Specialist will be expected to assist with various job duties related to patient intake, scheduling, front desk management, and medical records, as determined by operational need and assigned by the Operations Support Coordinator and/or DGS Practice Manager. This role requires passing an annual HIPAA privacy and security training. The specialist will maintain a courteous, helpful, and professional attitude, respecting confidentiality at all times, and will uphold professional standards of treatment and the mission of the organization. The position involves providing goal-directed and team-oriented services and communicating effectively with all stakeholders.

Requirements

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.
Must pass an annual HIPAA privacy and security training.

Nice To Haves

Medical records and medical scheduling experience.

Responsibilities

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 appointments, update appointments in the computer, and notify the appropriate therapist.
Manage the intake wait list and coordinate/communicate as necessary with outpatient coordinators.
Send letters to legal guardians 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.
Manage the waiting room, check-in/check-out clients, verify current demographics and insurance, scan insurance cards, collect co-pays, issue receipts, and record co-pays.
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.
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, and 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 coordinate with Clinical Coordinator and DGS Billing Department.
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.