Lead Practice Coordinator

LifeStance Health; Wellesley (MA); On-site; USD 31,684 - 35,817; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement savings with employer match

Paid parental leave

Paid time off and holiday pay

Job summary

LifeStance Health is seeking a Lead Practice Coordinator in Wellesley, MA. This role includes overseeing daily front office activities, ensuring excellent service to patients, and supporting clinicians in their demands.

The ideal candidate will have at least 2 years of experience in healthcare operations and demonstrate exceptional multitasking and communication skills.

Join us to contribute positively to our practice and enhance patient experiences.

Qualifications

• 2+ years of experience in a healthcare operations role or 1+ year of exceptional performance in a similar role.
• Demonstrated success supporting high-quality patient experience.

Responsibilities

• Oversee front office daily activities for assigned practice group.
• Provide exceptional customer service to in-person and remote patients.
• Support clinician schedules and manage appointment accuracy.

Skills

Multitasking

Communication skills

Proficient in Microsoft Office

Handling sensitive information

Education

High School diploma or equivalent

Associates/bachelor’s degree preferred

Tools

EMRs

Job description

Job Description

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.
• Empathy: We seek out diverse perspectives and listen to learn without judgment.
• Courage: We are all accountable for doing the right thing – even when it’s hard – because we know it’s worth it.
• One Team: We realize our full potential when we work together towards our shared purpose.

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.

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.

Compensation

$23.00 - $26.00/hour, plus quarterly bonus/incentive potential

Locations

• 372 Washington St, Suite A, Wellesley, MA 02481
• 281 Winter Street, Suite 340, Waltham, MA 02451
• 175 Highland Ave, Suite 308, Needham, MA 02494
• 110 Hartwell Ave, Suite 330, Lexington, MA 02421

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 across Practice Group to patients with requests via phone, email, and/or portal with payment/billing related questions, scheduling needs, release requests, etc.
• Manage 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, reach out to patients to resolve issues as needed.

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.

Practice Coordinator Support

• Troubleshoot workflow issues and implement workable solutions for Practice Coordinators.
• Lead onboarding and on‑the‑job training for new Practice Coordinators joining the organization.
• Ensure front office coverage across the Practice Group.
• Fill in for any practice coordinator vacancies as needed.
• Maintain a pleasant, secure, and motivational working environment.

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.
• Excellent communication skills, both written and verbal.
• Proficient in using Computer Software Applications (Microsoft Office & EMRs).
• Comfortable handling sensitive and confidential Information (HIPAA).
• Flexibility to travel between locations throughout the week.

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.

Professionalism and Decision‑making Responsibilities

• Behave Ethically: Understand ethical behavior and business practices and ensure own behavior and the behavior of others are consistent with these standards and align with the values of the company.
• Mentoring Aptitude & Desire: Possess the interest, ability, and skills to coach junior employees as they grow and develop in their role.
• Build Relationships: Establish and maintain positive working relationships with others internally and externally to achieve the organization’s goals. Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Growth Mindset: Actively look for ways to improve processes/performance. Assess problem situations to identify causes, gather and process relevant information, and make recommendations and/or resolve the problem.
• Flexibility and Adaptability: Willingness to be flexible in responsibilities and easily adapt to the company’s needs.
• Organization & Attention to Detail: Set priorities, develop a work schedule, and monitor progress towards goals, and track details, data, information. Understand the need for accurate information in data entry and communication with patients/clients and staff.
• Conflict Resolution: Work cooperatively and effectively with others to resolve problems and express disagreements in a way that does not attack/disparage others or impact patient care.

In Office and Travel Requirements

• 100% Onsite; flexibility to travel between locations within the assigned Practice Group throughout the week is required.

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk and hear. The employee is frequently required to walk. The employee must be able to lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Equal Opportunity

LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees.

LifeStance Health complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment{