Medical Office Receptionist

LifeStance Health•Burbank, CA

About The Position

The Practice Coordinator manages daily front-office activities at a LifeStance Health practice location and provides quality customer service to in-person and remote patients and clinicians. The role supports smooth practice operations, patient care, and clinician satisfaction through administrative, scheduling, communication, and office-support duties.

Requirements

Ability to multitask and prioritize duties to support a high-quality patient experience.
Ability to work independently and as a team member.
Strong 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.
High school diploma or equivalent required.

Nice To Haves

Associate or bachelor's degree preferred.
At least 1 year of experience in healthcare operations, customer service, or a similar role or setting preferred.

Responsibilities

Help create a positive work environment and support in-office clinician and staff engagement activities that promote LifeStance culture, engagement, and connection.
Prepare patient schedules by confirming paperwork and documentation are complete, credit card information is current, demographics are accurate, and patient charts are ready.
Perform general office duties, including sorting mail, scanning documents, handling e-faxes and shared office email, and maintaining office cleanliness and upkeep.
Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
Respond promptly and appropriately to patient needs, following crisis and de-escalation processes when managing difficult or sensitive situations.
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, release requests, and other inquiries.
Manage phone-system queues and answer calls in a timely manner.
Assist patients with telehealth access, Patient Portal issues, and other troubleshooting.
Triage urgent patient issues, direct them to the appropriate departments, 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.
Provide clinicians with general administrative support, including answering administrative questions and sending letters or faxes.
Coordinate with clinicians regarding additional patient questions.
Audit clinician schedules for appointment accuracy.
Maintain a pleasant, secure, and motivational working environment in the practice.