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Lead Practice Coordinator

2 months ago

Knoxville, United States LifeStance Health Full time

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It's a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team

Job Summary:

The Lead Practice Coordinator is responsible for the oversight of the front office daily activities for their assigned practice group locations, ensuring quality customer service to in-person and remote patients and clinicians.

HOURLY PAY: $19.00 - 23.00/hour

LOCATION: 6305 Lonas Dr., Knoxville, TN 37909

Duties/Responsibilities:

Operational Excellence:

  • Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.
  • Conduct schedule preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is current, demographics are accurate, and chart is prepared.
  • General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.
  • Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties
  • Coordinate efforts across Practice Coordinators to ensure KPI achievement.
  • Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director.
  • Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians.
Patient Support:
  • Provide exceptional customer service, responding quickly and appropriately to patient needs, and being prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation Processes.
  • Manage front desk responsibilities including greeting and checking patients in/out in a courteous manner.
  • Provide support across Practice Group to patients with requests via phone, email, and/or portal with payment/billing related questions, scheduling needs, release requests, etc.
  • Manage any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.
  • Collect all in-person and telehealth co-payments and account balances at the time of service.
  • Complete insurance eligibility verification, reach out to patients to resolve issues as needed.


Clinician Support
  • Provide general clinician support - assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc.
  • Coordinate with clinicians pertaining to any additional patient questions.
  • Support clinician schedules by auditing for appointment accuracy.
Practice Coordinator Support
  • Troubleshoot workflow issues and implement workable solutions for Practice Coordinators.
  • Lead onboarding and on-the-job job training for new Practice Coordinators joining the organization.
  • Ensure front office coverage by managing the Practice Coordinators schedules, timecards, PTO, and PTO requests across the Practice Groups.
  • Fill in for any practice coordinator vacancies as needed.
  • Maintain a pleasant, secure, and motivational working environment.
Required Skills/Abilities:
  • Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
  • Ability to work independently and as a team member.
  • Excellent communication skills, both written and verbal.
  • Proficient in using Computer Software Applications (Microsoft Office & EMRs)
  • Comfortable handling sensitive and confidential Information (HIPAA)
  • Flexibility to travel between locations throughout the week


Education and Experience:
  • High School or equivalent required, associates/bachelor's degree preferred.
  • 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.


LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.

Benefits
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.