Operations Support Coordinator

Summary/objective

The Operations Support Coordinator (OSC) supervises their respective site Operations Support Specialists (OSS) and assists with intake/scheduling, front desk, and medical records job duties, as determined by operational need, and as assigned by the DGS Practice Manager. The OSC oversees and assigns duties to the site OSS staff, and monitors staff job performance in the areas of productivity, reliability, quality of work, and customer service. Additionally, the Operations Support Coordinator is responsible for their respective site building and fleet maintenance, repairs and upgrades, as assigned by the Practice Manager and Director of Operations. The Operations Support Coordinator must pass an annual HIPAA privacy and security training.

Essential functions:

Intake and Scheduling

• Receive calls, interview prospective patients/families and /or referral agencies; explain intake procedures and fee policy, clarify funding source, verify insurance and Medicaid benefits, obtain authorization and advise guardian of any paperwork due at intake; verify legal guardianship if anyone other than biological parents
• 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
• Compile intake chart; prepare intake paperwork packet, and establish record in EMR
• 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

Front Desk

• In accordance with COVID-19 protocols, ensure that everyone that enters a DGS site has completed and passed a daily health screening, maintain record of daily health screenings
• 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:

• Employee management/leadership & conflict management
• Influencing & negotiation
• 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: Operations Support Specialists

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:

• Bachelor’s Degree or high school graduate/equivalent with at least 1 year work experience in a healthcare setting
• 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.