Medical Office Receptionist - Rover

LifeStance Health•Naperville, IL

3d•Onsite

About The Position

The Rover Practice Coordinator performs the core functions of a Practice Coordinator while supporting practices 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 is based in-office and requires travel by automobile to nearby clinics within a regional radius. The coordinator supports patient preparation and front-desk operations, including maintaining accurate documentation and patient charts, managing communications and appointment needs, assisting with telehealth and portal access, verifying insurance eligibility, and collecting payments. The role also provides administrative support to clinicians, helps resolve patient concerns, and audits clinician schedules. This position is described as a development opportunity for high-performing Practice Coordinators seeking broader operational exposure and readiness for expanded responsibility. Regional support and cross-practice collaboration can build skills relevant to future Practice Operations roles, depending on performance, business needs, and available 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 an active Corrective Action or Performance Improvement Plan.
Ability to adjust schedule based on business needs.
Ability to commute to a variety of offices within a defined regional radius.
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 electronic medical records (EMRs).
Ability to manage sensitive and confidential information in accordance with HIPAA requirements.
High school diploma or equivalent required.
Valid driver’s license and ability to travel by automobile to multiple locations.
Ability to sit, stand, bend, talk, and hear regularly; walk frequently; and lift or move objects up to 25 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

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

Create and maintain a positive, supportive, and professional working environment; support clinician and staff engagement activities and promote LifeStance culture.
Prepare patients by ensuring paperwork and documentation are complete, payment-card information is current, demographics are accurate, and charts are ready.
Perform general office duties, including handling and sorting mail, 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 in support of patient care and clinician satisfaction.
Respond promptly and appropriately to patient needs and use 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 billing and payment 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 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 issues.
Provide clinicians with administrative support, including sending letters and faxes and answering 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 to and support multiple nearby offices within a defined region, including covering staffing gaps and periods of increased operational demand.