Lead Practice Coordinator

LifeStance Health•Mount Pleasant, SC

10d•Onsite

About The Position

The Lead Practice Coordinator oversees daily front-office activities across assigned practice group locations, ensuring high-quality customer service for in-person and remote patients and clinicians. The role supports smooth practice operations, patient access and administrative workflows, clinician needs, and front-office staff coverage. It also coordinates operational processes and key performance goals, implements new practice-level procedures, and trains and supports Practice Coordinators. This position is 100% onsite and requires flexibility to travel between locations within the assigned Practice Group throughout the week. Compensation is $22.75 plus potential quarterly bonuses or incentives.

Requirements

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.
Ability to multitask and prioritize duties to support a high-quality patient experience.
Ability to work independently and as a team member.
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 locations throughout the week.
Ethical conduct consistent with company standards and values.
Ability and interest in coaching and mentoring junior employees.
Ability to build positive working relationships and cooperate with others to set goals, resolve problems, and make decisions.
Ability to assess problems, gather and process relevant information, and recommend or implement improvements.
Flexibility and adaptability to changing responsibilities and company needs.
Organization, attention to detail, prioritization, scheduling, progress monitoring, and accurate data entry and communication.
Ability to resolve conflicts cooperatively and express disagreements without disparaging others or affecting patient care.

Nice To Haves

Associate or bachelor's degree.

Responsibilities

Promote a positive work environment and support clinician and staff engagement activities that foster company culture, engagement, and connection.
Prepare patient schedules by ensuring paperwork and documentation are complete, payment cards on file are current, demographics are accurate, and charts are prepared.
Perform general office duties to keep the practice operating smoothly and ready for patients and clinicians.
Monitor the Practice Group phone queue and coordinate resources to handle incoming call demand while balancing other duties.
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 Practice Coordinator vacancies as needed to maintain patient and clinician support and coverage.
Provide responsive, appropriate customer service and manage difficult or sensitive situations using crisis and de-escalation processes.
Greet patients and manage front-desk check-in and check-out courteously.
Respond to patient requests by phone, email, or portal, including payment and billing questions, scheduling needs, and release requests.
Manage urgent requests, triage patient issues, direct them to the appropriate departments, and escalate when needed.
Collect in-person and telehealth copayments and account balances at the time of service.
Verify insurance eligibility and contact patients to resolve related issues.
Provide clinicians with administrative support, including assistance with questions and duties such as sending letters and faxes.
Coordinate with clinicians regarding additional patient questions.
Audit clinician schedules for appointment accuracy.
Troubleshoot Practice Coordinator workflow issues and implement workable solutions.
Lead onboarding and on-the-job training for new Practice Coordinators.
Maintain a pleasant, secure, and motivational working environment.