Lead Practice Coordinator

4 days ago

Concord, New Hampshire, United States LifeStance Health Full time
Job Summary

The Lead Practice Coordinator is responsible for overseeing the daily operations of the front office for their assigned practice group locations, ensuring exceptional customer service to patients and clinicians. This role requires strong leadership and communication skills to manage a team and drive quality patient experience.

Key Responsibilities
  • Operational Excellence:
    • Create a positive work environment and promote a culture of engagement and connection among staff and clinicians.
    • Prepare schedules and ensure paperwork and documentation are complete, credit card information is up-to-date, and charts are prepared.
    • Perform general office duties to ensure the practice runs smoothly and is prepared for patients and clinicians.
    • Monitor phone queue operations and coordinate efforts across Practice Coordinators to ensure KPI achievement.
    • Implement new processes at the practice level as directed by the Practice Group Manager or Clinical Director.
  • Patient Support:
    • Provide exceptional customer service, responding quickly and appropriately to patient needs and managing potentially difficult or sensitive situations.
    • Manage front desk responsibilities, including greeting and checking patients in/out in a courteous manner.
    • Support patients with requests via phone, email, and portal, including payment/billing questions, scheduling needs, and release requests.
    • Manage queues within the phone system to ensure calls are answered timely and provide excellent customer service.
  • Clinician Support:
    • Provide general clinician support, including assisting with administrative questions and duties.
    • Coordinate with clinicians regarding patient questions and support clinician schedules by auditing for appointment accuracy.
Requirements
  • Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
  • Strong communication skills, both written and verbal.
  • Proficient in using computer software applications, including Microsoft Office and EMRs.
  • Comfortable handling sensitive and confidential information (HIPAA).
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 a similar role or setting.

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