Operations Support Coordinator

Delaware Guidance Services; Wilmington (DE); On-site; USD 40,000 - 56,000; Full time

Job summary

Delaware Guidance Services is seeking an Operations Support Coordinator to support multiple sites with client intake, scheduling, and front desk operations. The role ensures accurate insurance verification, authorizations, and documentation in the Electronic Health Record (EHR), while coordinating with therapists and billing staff for efficient service delivery.

The position requires strong customer service and clerical skills within a healthcare setting.

Qualifications

• Associate degree in Office Management or related field or a high school diploma/equivalent with at least one year of healthcare experience.
• Customer service experience is required.

Responsibilities

• Handle intake and scheduling, including phone screening and routing to appropriate staff.
• Front desk duties: check-in/out, collect payments, verify demographics and insurance.
• Manage appointments in the EHR and notify staff of upcoming visits.

Skills

Customer service

Office coordination

Communication skills

Education

Associate degree in Office Management or related field

High school diploma or equivalent

Tools

EHR platforms

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.

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 Documentation

• 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

• 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.

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 c