Operations Support Coordinator

About Delaware Guidance Services

Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by JCAHO. In 2020, we were honored as a Compassionate Champion for our dedication to serving youth and families using a trauma-informed approach.

Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS' 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients' siblings, caregivers, classmates, and peers.

Our client population is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many of our clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth

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

Position Description:

Summary/objective

The Operations Support Coordinator (OSC) plays a vital role in supporting the daily operations of the Behavioral Health site. This position supervises Operations Support Specialists (OSS) and oversees key functions including intake and scheduling, front desk operations, medical records, payroll, and site coordination. The OSC serves as the designated backup to the Operations Manager, ensuring leadership continuity during absences or peak operational periods. The role emphasizes excellence in customer service, staff productivity, and compliance with organizational policies, while also managing building systems and fleet maintenance.

Essential functions:

Leadership and Operational Oversight

• Supervise OSS staff, including scheduling, task assignment, and performance monitoring.
• Serve as the professional backup to the Operations Manager, ensuring seamless leadership during absences or high-demand periods.
• Act as backup for OSS staff handling Medical Authorization (Med Auth) tasks.
• Assist with onboarding and training of new OSS staff.
• Monitor and report on site operational metrics (e.g., appointment volumes, no-show rates).
• Participate in site leadership meetings and contribute to operational planning.
• Oversee and support front desk operations at assigned sites

Psychiatric Caseload Coordination

• Manage psychiatric caseload assignments and provider schedules to ensure timely access and efficient utilization.
• Oversee medical authorization (Med Auth) processes for psychiatric services, ensuring accuracy and prompt completion.
• Collaborate with clinical and administrative teams to resolve scheduling or documentation issues.

Intake and Scheduling

• Conduct intake calls with prospective clients and referral sources.
• Schedule intake and follow-up appointments; manage waitlists and coordinate with clinical teams.
• Monitor therapist schedules to ensure optimal utilization.
• Greet and check in clients; verify demographics and insurance information.
• Collect co-pays and issue receipts; maintain accurate financial records.
• Print and prepare daily schedules; confirm appointments and follow up on missed visits.
• Maintain a welcoming and organized reception area.

Medical Records Management

• Conduct chart audits and resolve documentation issues.
• Manage records lifecycle in accordance with policy and HIPAA guidelines.
• Respond to record requests and support audits.
• Ensure timely and accurate documentation for clinical and administrative

Site and Fleet Maintenance

• Coordinate building maintenance, repairs, and upgrades in collaboration with Facilities.
• Oversee site fleet vehicles, including scheduling maintenance and reporting issues.
• Monitor and manage building keys and alarm systems, ensuring functionality and timely issue resolution.

Payroll Administration

• Verify timesheets for accuracy and submit payroll data on time.
• Address discrepancies and communicate with staff as needed.
• Ensure confidentiality and compliance with payroll policies and labor laws.

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: May require travel between sites

Minimum qualifications:

• Bachelor's Degree or high school graduate/equivalent with at least 2 year work experience in healthcare operations or administrative support.
• Familiarity with EMR systems, HIPAA compliance, and payroll procedures.
• Strong organizational, communication, and critical thinking skills.
• Ability to prioritize tasks and handle multiple assignments simultaneously
• Ability to maintain confidentiality

Preferred qualifications:

• Medical records and medical scheduling experience
• 1 year of supervisory experience
• Bachelor's Degree

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.