Medical Office Receptionist- Rover

LifeStance Health•Mount Juliet, TN

11d•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 fills 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 in Mt. Juliet, Tennessee, with regional travel to nearby clinics. The coordinator prepares patient charts and documentation, handles general office operations, supports patients with scheduling, billing, telehealth, and other needs, and provides administrative support to clinicians. The role is intended as a development opportunity for high-performing Practice Coordinators seeking broader operational exposure and potential future growth into Lead Practice Coordinator or other Practice Operations roles, based on performance, business needs, and available opportunities.

Requirements

At least 6 months of demonstrated success in a LifeStance Practice Coordinator or Lead Practice Coordinator role, or a manager-approved exception based on readiness.
Maintain a high level of job performance and meet established attendance guidelines.
Not be on an active Corrective Action or Performance Improvement Plan.
Ability to adjust schedule based on business needs.
Ability to commute to multiple 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.
Ability to manage sensitive and confidential information in accordance with HIPAA requirements.
High school diploma or equivalent.
Professionalism, integrity, and adherence to company values, ethical standards, and privacy requirements.
Ability to build positive working relationships and cooperate with others to set goals, resolve problems, and make decisions.
Ability to identify process improvements, gather and assess relevant information, develop workable solutions, and make recommendations or resolve problems.
Flexibility and adaptability to changing responsibilities and organizational needs.
Strong organization and attention to detail, including prioritizing work, developing schedules, monitoring progress, and maintaining accuracy in data entry, documentation, and communication.
Ability to navigate disagreements constructively through active listening, respectful communication, and collaboration.
Regular ability to sit, stand, bend, talk, and hear; frequent ability to walk; ability to lift or move objects up to 25 pounds; and the vision abilities listed in the posting.
Valid driver's license and ability to travel by automobile to multiple locations.

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

Provide front-office coverage and operational support across a defined region, including backfilling planned and unplanned staffing gaps and supporting practices with increased demand.
Create and maintain a positive, professional working environment and support in-office clinician and staff engagement activities.
Prepare patients for visits by ensuring paperwork and documentation are complete, payment information is current, demographics are accurate, and charts are prepared.
Handle mail, scanning, e-faxes, shared office email and Teams messages, and maintain office organization and cleanliness.
Communicate professionally with peers, clinicians, and patients in support of patient care and clinician satisfaction.
Respond promptly to patient needs and use crisis and de-escalation processes when handling difficult or sensitive situations.
Greet patients and manage front-desk check-in and check-out.
Assist patients by phone, email, or portal with billing and payment questions, scheduling, release requests, and other inquiries.
Manage phone queues and answer calls in a timely manner.
Help patients access telehealth and resolve Patient Portal and other technical issues.
Triage urgent patient needs and escalate them to internal partners when appropriate.
Collect copayments 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 and responding to operational questions.
Partner with clinicians to address patient questions and concerns.
Audit clinician schedules for accuracy and completeness.
Help maintain a pleasant, safe, organized, and motivating practice environment.