Medical Office Receptionist- Rover

BEHAVIORAL HEALTH PRACTICE SERVICES; Mount Juliet (TN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401k with employer match

Paid parental leave

PTO & holidays

Job summary

LifeStance Health is seeking a Rover Practice Coordinator to backfill staffing gaps and support practices across a defined state/region. You will ensure smooth front-office operations, assist patients via in-person and telehealth channels, and coordinate with clinicians to maintain high-quality patient experiences.

The role emphasizes professionalism, HIPAA compliance, and the ability to adapt to varying schedules to meet business needs across multiple offices.

Qualifications

• Minimum 1+ years in healthcare operations, customer service, or similar.
• Experience with front desk duties, scheduling, and billing assistance.
• Familiarity with HIPAA and patient privacy.
• Ability to commute to multiple offices within regional radius.
• Strong verbal and written communication.
• Proficient with Microsoft Office and EMR systems.

Responsibilities

• Maintain a positive, professional front-office environment and support clinician engagement.
• Prepare patient paperwork and ensure chart readiness, billing on file, and demographics accuracy.
• Perform general office duties including mail, scanning, and digital communications.
• Deliver exceptional customer service to patients and clinicians.

Skills

Multitasking

Communication

Teamwork

Customer service

HIPAA compliance

Independent work

Education

High School Diploma

Associate or Bachelor’s preferred

Tools

Microsoft Office

EMRs

Job description

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 Rover Practice Coordinator performs all core functions of the Practice Coordinator role while providing support across a defined state/region. This role backfills planned and unplanned staffing gaps and supports practices experiencing increased volume or operational demand. The Rover Practice Coordinator delivers high quality front office operations and exceptional customer service to both in‑person and remote patients and clinicians.

Qualifications

• Minimum of 6 months of demonstrated success in a LifeStance Practice or Lead Practice Coordinator position, or manager approved exception based on readiness.
• Maintains a high level of job performance and meets established attendance guidelines.
• Currently not on active Corrective Action or Performance Improvement Plan
• Ability to flex schedule based on business need.

Duties/Responsibilities

Operational Excellence:

• Create and maintain a positive, supportive, and professional working environment; serve as a culture carrier and support in‑office clinician and staff engagement activities to promote LFST culture, engagement, and connection.
• Preparation process for all patients ensuring all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is fully prepared.
• Perform general office duties including mail handling, sorting, scanning documents, e‑faxes, shared office email / Teams messages and maintaining office organization and cleanliness.
• Communicate clearly and professionally with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.

Patient Support:

• Deliver exceptional customer service by responding promptly and appropriately to patient needs.
• Apply Crisis and De‑escalation Processes when managing difficult or sensitive situations.
• 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 in a timely manner to ensure excellent customer service.
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
• Triage urgent patient needs and escalates to internal partners when necessary.
• Collect co‑payments and outstanding balances for in‑person and telehealth visits 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. and respond to operational questions.
• Partner with clinicians to resolve patient questions or concerns.
• Audit clinician schedules for accuracy and completeness.
• Contribute to a pleasant, safe, organized, and motivational working environment in the Practice.

Required Skills/Abilities:

• Ability to commute to a variety of offices within a defined regional radius.
• Strong multitasking and prioritization skills
• Ability to work both independently and collaboratively in a team environment.
• Clear and effective communication skills, both written and verbal.
• Proficient in using Computer Software Applications (Microsoft Office & EMRs)
• Able to manage sensitive and confidential Information (HIPAA)

Education and Experience:

• High School or equivalent required, associates/bachelor's degree preferred.
• Minimum of 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.

Professionalism and Decision-making Responsibilities:

• Behave Ethically : Demonstrates integrity and adheres to company values, ethical standards and privacy requirements.
• Relationship Buil