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.
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 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.
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.