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Practice Coordinator

2 months ago

Washington, United States LifeStance Health Full time

Job Summary:

The Practice Coordinator - Operations Specialist 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. This role is a key contributor to the success of LifeStance Health, a leading provider of mental health services.

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.

Responsibilities:

Operational Excellence:

  1. Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote a culture of excellence, engagement, and connection.
  2. 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.
  3. 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.
  4. Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.

Patient Support:

  1. 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.
  2. Manage front desk responsibilities including greeting and checking patients in/out in a courteous manner.
  3. Provide support to patients with requests via phone, email, and or portal with payment/billing related questions, scheduling needs, release requests, miscellaneous inquiries, etc.
  4. Manage queues within the phone system, ensuring calls are answered timely to ensure excellent customer service.
  5. Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
  6. Handle any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.
  7. Collect all in-person and telehealth co-payments and account balances at the time of service.
  8. Complete insurance eligibility verification and reach out to patients to resolve any issues.

Clinician Support:

  1. Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc.
  2. Coordinate with clinicians pertaining to any additional patient questions.
  3. Support clinician schedules by auditing for appointment accuracy.
  4. Maintain a pleasant, secure, and motivational working environment in the Practice.

Required Skills/Abilities:

  1. Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
  2. Ability to work independently and as a team member.
  3. Strong communication skills, both written and verbal.
  4. Proficient in using Computer Software Applications (Microsoft Office & EMRs).
  5. Comfortable handling sensitive and confidential Information (HIPAA).

Education and Experience:

  1. High School or equivalent required, associates/bachelor's degree preferred.
  2. 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.