Lead Practice Coordinator

LifeStance Health•Lexington, KY

23h•Onsite

About The Position

The Lead Practice Coordinator oversees daily front-office activities across assigned LifeStance Health practice group locations, ensuring quality service for in-person and remote patients and clinicians. The role supports smooth office operations, patient needs, clinician administration, and coverage across the Practice Group. It also leads and coaches Practice Coordinators, helps implement new processes, and promotes a positive, secure, and motivational workplace. The position is 100% onsite and requires travel between assigned locations throughout the week. Compensation is $22.75 per hour, with potential quarterly bonuses or incentives.

Requirements

High school diploma or equivalent required.
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 (EMRs).
Comfort handling sensitive and confidential information in accordance with HIPAA.
Flexibility to travel between assigned locations throughout the week.
Ability to behave ethically and ensure conduct aligns with company standards and values.
Ability and interest in coaching and mentoring junior employees.
Ability to establish and maintain positive working relationships and cooperate effectively to set goals, resolve problems, and make decisions.
Ability to identify opportunities to improve processes and performance, 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, developing schedules, monitoring progress, and maintaining accurate information.
Ability to resolve conflict cooperatively and express disagreements constructively 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 specified vision requirements.

Nice To Haves

Associate or bachelor’s degree preferred.

Responsibilities

Promote a positive work environment and support clinician and staff engagement activities that foster LifeStance culture and connection.
Prepare patient schedules by ensuring paperwork and documentation are complete, payment cards are current, demographics are accurate, and charts are prepared.
Handle 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 manage incoming call demand alongside other duties.
Coordinate 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 coverage for patients and clinicians.
Respond promptly and appropriately to patient needs, including sensitive or difficult situations, using crisis and de-escalation processes.
Greet patients and manage front-desk check-in and check-out courteously.
Assist patients across the Practice Group by phone, email, or portal with billing and payment questions, scheduling, release requests, and other needs.
Triage urgent patient issues, resolve them when possible, or direct or escalate them to the appropriate department.
Collect in-person and telehealth copayments and account balances at the time of service.
Verify insurance eligibility and contact patients to resolve related issues as needed.
Provide clinicians with general administrative support, including sending letters and faxes, and coordinate responses to 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.