Patient Experience Front Office Coordinator

BEHAVIORAL HEALTH PRACTICE SERVICES LLC.; Mechanicsville (VA); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k with employer match

Paid parental leave

Paid time off

Holiday pay

Employee Assistance Program

Job summary

LifeStance Health in Mechanicsville, VA is seeking a Practice Coordinator to manage daily front office operations for the location, delivering high-quality patient and clinician service for in-person and telehealth visits.

You will oversee scheduling, patient check-in/out, payments, insurance verification, and coordination with clinicians, aiming to maintain a positive, efficient patient experience and supportive office environment.

Qualifications

• 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)

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 prep process for all patients to ensure all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is prepared.
• General office duties, cleanliness, and appeal, such as sorting office mail, scanning documents, e-faxes, shared office email and office upkeep, to ensure the practice is running smoothly and prepared for patients and clinicians.
• Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
• 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 elevate 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.

Skills

Multitasking

Independent working

Communication skills

HIPAA compliance

Education

High school or equivalent

Associates/Bachelor’s degree preferred

Tools

Microsoft Office

EMR systems

Job description

LifeStance Health in Mechanicsville, VA is seeking a Practice Coordinator to manage daily front office operations for the location, delivering high-quality patient and clinician service for in-person and telehealth visits.

You will oversee scheduling, patient check-in/out, payments, insurance verification, and coordination with clinicians, aiming to maintain a positive, efficient patient experience and supportive office environment.