Medical Office Receptionist- Rover

LifeStance Health•Hendersonville, TN

13d•Onsite

About The Position

The Rover Practice Coordinator performs the core functions of a Practice Coordinator while providing support across a defined state or region. The role backfills planned and unplanned staffing gaps and assists practices experiencing increased volume or operational demand. It delivers high-quality front-office operations and customer service to in-person and remote patients and clinicians. The position supports day-to-day practice operations, patient service, and clinician needs. It requires travel by automobile to multiple nearby offices within a defined regional radius and flexibility to adjust the schedule based on business needs. The role is an in-office position based at the Mt. Juliet, Tennessee location, with regional travel to nearby clinics. This role is intended as a development opportunity for high-performing Practice Coordinators seeking broader operational exposure and readiness for expanded responsibility. Regional support, collaboration across practices, and increased complexity help build skills for potential future growth into Lead Practice Coordinator or other Practice Operations roles, depending on performance, business needs, and opportunities.

Requirements

At least 6 months of demonstrated success in a LifeStance Practice Coordinator or Lead Practice Coordinator position, or a manager-approved exception based on readiness.
Maintains a high level of job performance and meets established attendance guidelines.
Not currently on active Corrective Action or a Performance Improvement Plan.
Ability to flex the schedule based on business needs.
Ability to commute to a variety of offices within a defined regional radius.
Valid driver’s license and ability to travel by automobile to multiple locations.
Strong multitasking and prioritization skills.
Ability to work independently and collaboratively in a team environment.
Clear and effective written and verbal communication skills.
Proficiency with computer software applications, including Microsoft Office and EMRs.
Ability to manage sensitive and confidential information in compliance with HIPAA.
High school diploma or equivalent required.
Regularly sit, stand, bend, talk, and hear; frequently walk; and lift or move objects up to 25 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

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

Responsibilities

Maintain a positive, supportive, and professional work environment; promote LifeStance culture, engagement, and connection among in-office clinicians and staff.
Prepare patients for appointments by confirming paperwork and documentation are complete, the credit card on file is current, demographics are accurate, and the patient chart is ready.
Perform general office duties, including handling mail, sorting and scanning documents, managing e-faxes and shared office email or Teams messages, and maintaining office organization and cleanliness.
Communicate clearly and professionally with peers, clinicians, and patients to support patient care and clinician satisfaction.
Respond promptly and appropriately to patient needs and apply crisis and de-escalation processes in 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.
Help patients access telehealth, resolve Patient Portal issues, and troubleshoot other technical problems as needed.
Triage urgent patient needs and escalate them to internal partners when necessary.
Collect co-payments and outstanding balances for in-person and telehealth visits at the time of service.
Verify insurance eligibility and contact patients to resolve related issues.
Provide clinicians with administrative support, including sending letters and faxes, answering administrative questions, and responding to operational questions.
Partner with clinicians to resolve patient questions or concerns.
Audit clinician schedules for accuracy and completeness.
Help maintain a pleasant, safe, organized, and motivational practice environment.
Travel by automobile to multiple offices within the assigned region to backfill staffing gaps or support practices with increased operational demand.