Lead Practice Coordinator

LifeStance Health • Olympia, WA

1d • $22 - $27 • Onsite

About The Position

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. 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.

Requirements

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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