Lead Practice Coordinator

Job Summary :

The Lead Practice Coordinator is responsible for the oversight of the front office daily activities for their assigned practice group locations, 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 : $23.00 - $28.00 / hour

LOCATION :

115 Main St., North Easton, MA 02356

Make your application after reading the following skill and qualification requirements for this position.

5 Hampshire St., Mansfield, MA 02048

175 Paramount Dr., Raynham, MA 02767

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 preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is current, demographics are accurate, and chart is prepared.
• General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.
• Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties.
• Coordinate efforts across Practice Coordinators to ensure KPI achievement.
• Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director.
• Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians.

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.
• 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.

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