Lead Practice Coordinator

LifeStance Health; Groton (CT); On-site; USD 48,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with Employer Match

Paid Parental Leave

Paid Time Off

Holiday Pay

Employee Assistance Program

Job summary

An established industry player is seeking a Lead Practice Coordinator to oversee daily front office operations, ensuring exceptional customer service for both in-person and remote patients. This pivotal role involves creating a positive work environment, supporting clinicians, and managing patient interactions effectively. The ideal candidate will possess strong multitasking abilities and excellent communication skills, with a background in healthcare operations. Join a dynamic team that values employee engagement and offers a comprehensive benefits package, including medical, dental, and retirement savings plans. If you are passionate about enhancing patient experiences and thrive in a collaborative setting, this opportunity is perfect for you.

Qualifications

• 2+ years in healthcare operations or 1+ year in a similar role.
• Ability to handle sensitive information and multitask effectively.

Responsibilities

• Oversee front office activities and ensure quality customer service.
• Support patients and clinicians with administrative tasks and inquiries.

Skills

Multitasking

Communication Skills

Customer Service

Problem-Solving

HIPAA Compliance

Education

High School Diploma or equivalent

Associate's/Bachelor's Degree

Tools

Microsoft Office

Electronic Medical Records (EMR)

Job description

3 days ago Be among the first 25 applicants

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:

321 Billerica Rd., Chelmsford, MA 01824
200 Baker Ave., Concord, MA 01742
120 Boston Rd., Groton, MA 01450

Duties/Responsibilities:

1. 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.
2. 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.
3. 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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Administrative
• Industries: Hospitals and Health Care