Lead Practice Coordinator

LifeStance Health•Lexington, KY

1d•Onsite

About The Position

The Lead Practice Coordinator oversees daily front-office activities across assigned practice group locations, ensuring quality customer service for in-person and remote patients and clinicians. The role supports operational excellence, patient services, clinician support, and Practice Coordinator training and coverage. The position is 100% onsite and requires travel among the assigned locations throughout the week. Compensation is $22.75 per hour, with potential quarterly bonuses or incentives.

Requirements

Ability to multitask and prioritize duties to support a high-quality patient experience.
Ability to work independently and as part of a team.
Excellent written and verbal communication skills.
Proficiency with computer software applications, including Microsoft Office and electronic medical records.
Comfort handling sensitive and confidential information in accordance with HIPAA.
Flexibility to travel between assigned locations throughout the week.
High school diploma or equivalent.
At least 2 years of demonstrated success in a healthcare operations role, or at least 1 year of exceptional performance in a similar role or setting.
Ethical conduct consistent with company standards and values.
Interest and ability to coach and mentor junior employees.
Ability to build and maintain positive working relationships and work cooperatively to set goals, resolve problems, and make decisions.
Growth mindset, including the ability to identify process improvements, assess problems, gather relevant information, and make recommendations or resolve issues.
Flexibility and adaptability to changing responsibilities and company needs.
Strong organization and attention to detail, including prioritizing work, monitoring progress, and maintaining accurate information.
Ability to resolve conflicts cooperatively and communicate disagreements without disparaging others or affecting patient care.
Ability to sit, stand, bend, talk, hear, and walk as required; lift or move objects up to 25 pounds; and meet the stated vision requirements.

Nice To Haves

Associate or bachelor's degree.

Responsibilities

Promote a positive work environment and support clinician and staff engagement activities.
Prepare patient schedules by confirming paperwork and documentation are complete, payment cards are current, demographics are accurate, and charts are prepared.
Perform general office duties to keep the practice running smoothly and ready for patients and clinicians.
Monitor the Practice Group phone queue and coordinate resources to handle incoming call demand.
Coordinate efforts across Practice Coordinators to support KPI achievement.
Lead implementation of new practice-level processes rolled out by the Practice Group Manager or Clinical Director.
Fill front-office staffing gaps and vacancies as needed.
Provide responsive, courteous customer service and follow crisis and de-escalation processes when handling difficult or sensitive situations.
Greet patients and manage front-desk check-in and check-out.
Respond to patient requests by phone, email, and portal, including billing and payment questions, scheduling, and release requests.
Triage urgent patient issues, direct them to the appropriate department, or escalate them for assistance.
Collect in-person and telehealth copayments and account balances at the time of service.
Verify insurance eligibility and contact patients to resolve issues as needed.
Provide clinicians with administrative support, including sending letters and faxes.
Coordinate with clinicians regarding additional patient questions.
Audit clinician schedules for appointment accuracy.
Troubleshoot workflow issues and implement workable solutions for Practice Coordinators.
Lead onboarding and on-the-job training for new Practice Coordinators.
Ensure front-office coverage across the Practice Group.
Maintain a pleasant, secure, and motivational work environment.