Behavioral HealthIntake Coordinator (Call Center Representative)

LifeStance Health

2d • Remote

About The Position

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. This role plays a vital part in assisting new patients to establish care with a LifeStance provider. The position is responsible for scheduling initial assessments, collecting necessary demographic information, verifying insurance eligibility, and managing referrals and clinical history to appropriately match patients with the most suitable providers. The Intake Coordinator facilitates the initial stages of client engagement and must possess excellent interpersonal skills.

Requirements

• High school diploma or equivalent required
• 2+ years of experience in a contact center environment and/or healthcare environment.
• Strong computer proficiency with knowledge of Microsoft Office, Internet, and Email.
• Clear understanding of insurance-related terminology.
• Fluent in English, required
• Quiet, distraction free, dedicated HIPAA compliant workspace in your remote office with high-speed hard-wired internet access.
• Must be able to multi-task and prioritize work in a fast-paced work environment.

Nice To Haves

• Bachelor's degree preferred.
• Prior experience working with Electronic Health Record systems (EHRs), preferred.
• professional working proficiency, in Spanish may be required.

Responsibilities

• Efficiently handle communications via phone (inbound and outbound), email, voicemail, faxes, and chat.
• Identify and communicate patient trends and feedback, including scheduling barriers to Intake.
• Interact with Practice Operations team as necessary to ensure proper patient matching.
• Conduct thorough intake assessments to understand patient needs and match them with the most appropriate provider.
• Schedule initial appointments promptly and accurately with detail outlining patients’ needs including talk therapy and/or medication management.
• Collect patient insurance information and run eligibility ensuring in-network benefits for matched provider.
• Obtain and verify patient clinical history, demographic details, insurance information, and eligibility.
• Collect credit card for file and maintain compliance.
• Assist new patients with portal setup and new patient paperwork.
• Process and manage referral paperwork efficiently.
• Ensure all patient interactions and transactions are accurately documented in the Electronic Health Record (EHR) system.
• Proactively contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior authorizations.
• Contact existing patients to initiate new services based on internal and external referrals.
• Assist new patient with any questions regarding new patient appointments or referrals.
• Professionally and calmly assist with incoming emergency calls as appropriate and follow crisis call protocols.
• Perform additional tasks and responsibilities as assigned by management to support the overall efficiency of the intake department.
• Adhere to all relevant policies, regulations, and compliance standards throughout the intake process including HIPAA and PCI.

Benefits

• medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401k retirement savings with employer match
• paid parental leave
• paid time off
• holiday pay
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED