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Senior Practice Operations Leader

2 months ago

Raynham, Massachusetts, United States LifeStance Health Full time

Position Overview:

The Senior Practice Operations Leader oversees the daily functions of the front office for designated practice locations, ensuring high-quality service for both in-person and remote patients as well as clinicians.

EMPLOYEE BENEFITS: As a full-time member of LifeStance Health, you will receive a comprehensive benefits package that includes medical, dental, vision, AD&D, short and long-term disability, and life insurance.

Additional perks consist of a 401k retirement plan with employer matching, paid parental leave, vacation time, holiday compensation, and access to an Employee Assistance Program.


COMPENSATION:
$ /hour

WORK LOCATION:
Various locations

Key Responsibilities:

Operational Leadership:


Foster a positive workplace culture; champion engagement initiatives for in-office clinicians and staff to enhance LifeStance culture and connection.

Oversee the scheduling process for all patients, ensuring all documentation is complete, payment information is current, and patient records are prepared.

Perform general office tasks to maintain a smooth operation and readiness for patients and clinicians.

Monitor the phone queue to ensure adequate resources are available to manage incoming calls while balancing other responsibilities.

Collaborate with fellow Practice Coordinators to meet key performance indicators.

Lead the rollout of new operational processes as directed by management.

Step in to cover front office roles as necessary to ensure continuous support for patients and clinicians.


Patient Engagement:

Deliver outstanding customer service by promptly addressing patient needs and managing sensitive situations in accordance with established protocols.

Handle front desk operations, including welcoming and checking patients in and out with professionalism.

Assist patients with inquiries via phone, email, or portal regarding billing, scheduling, and other requests.

Manage call queues effectively to ensure timely responses and excellent service.

Support patients with telehealth access and troubleshoot any related issues.

Address urgent requests by directing patients to the appropriate departments or escalating as needed.

Collect co-payments and outstanding balances at the time of service and verify insurance eligibility.


Clinician Support:
Provide administrative assistance to clinicians, including handling inquiries and coordinating patient-related questions.

Support clinician schedules by ensuring appointment accuracy and maintaining a secure and motivating work environment.


Qualifications:
Proven ability to manage multiple tasks and prioritize responsibilities to enhance patient experience.

Ability to work independently and collaboratively within a team.

Excellent written and verbal communication skills.

Proficient in Microsoft Office and electronic medical records systems.

Comfortable managing sensitive information in compliance with HIPAA regulations.


Education and Experience:
High School diploma or equivalent required; associate's or bachelor's degree preferred.

Minimum of 2 years of experience in healthcare operations or 1 year of exceptional performance in a similar role.