Practice Coordinator

Job Summary :

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

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.

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.

HOURLY PAY : $20.50 - $21.50 / hour

LOCATION : The office is located at 1 Richmond Square STE. 300E, Providence, RI 02906

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 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 inquiries, 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.

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.
• 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.

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