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Medical Office Coordinator

2 months ago

Chandler, Arizona, United States LifeStance Health Full time
Job Summary:

The Practice Coordinator is responsible for managing the front office daily activities for their practice location, ensuring quality customer service to in-person and remote patients and clinicians.

Key Responsibilities:
  • Operational Excellence:
    • Create a positive work environment and support in-office clinician and staff engagement activities to promote a culture of excellence.
    • Conduct schedule prep process for all patients to ensure all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is prepared.
    • General office duties, cleanliness, and appeal, such as sorting office mail, scanning documents, e-faxes, shared office email and office upkeep, to ensure the practice is running smoothly and prepared for patients and clinicians.
    • Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
  • 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 to patients with requests via phone, email, and or portal with payment/billing related questions, scheduling needs, release requests, miscellaneous inquires, etc.
    • Manage queues within the phone system, ensuring calls are answered timely to ensure excellent customer service.
    • Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
    • Handle 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 and reach out to patients to resolve any issues.
  • 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.
    • Maintain a pleasant, secure, and motivational working environment in the Practice.
Requirements:
  • Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
  • Ability to work independently and as a team member.
  • Strong communication skills, both written and verbal.
  • Proficient in using Computer Software Applications (Microsoft Office & EMRs).
  • Comfortable handling sensitive and confidential Information (HIPAA).
Education and Experience:
  • High School or equivalent required, associates/bachelor's degree preferred.
  • 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.