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
LOCATIONS:
2227 Washington St., Newton, MA 02462
313 Washington St., Newton, MA 02458
288 Walnut St., Newton, MA 0246
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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