Medical Office Receptionist - Rover

LifeStance Health•Naperville, IL

5d•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 and requires regional travel to nearby clinics. The coordinator supports clinic operations by preparing patient records and documentation, maintaining office organization, communicating professionally, and helping clinicians with administrative needs. Patient-facing work includes reception and check-in/check-out, responding to questions through phone, email, or portal, managing phone queues, supporting telehealth and portal access, triaging urgent needs, collecting payments, and verifying insurance eligibility. The role also supports a positive and professional working environment and follows privacy and confidentiality requirements. This role is a development opportunity for high-performing Practice Coordinators seeking broader operational exposure and readiness for expanded responsibilities. It can build skills for potential future growth into Lead Practice Coordinator or other Practice Operations roles, subject to performance, business needs, and available opportunities.

Requirements

At least six months of demonstrated success in a LifeStance Practice Coordinator or Lead Practice Coordinator position, 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 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.
Vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

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

Responsibilities

Create and maintain a positive, supportive, and professional work environment; support clinician and staff engagement activities and promote company culture.
Prepare patients for visits by ensuring paperwork and documentation are complete, payment information is current, demographics are accurate, and charts are 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 in support of 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.
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.
Help patients access telehealth, resolve Patient Portal issues, and troubleshoot other concerns.
Triage urgent patient needs and escalate them to internal partners when necessary.
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 general administrative support to clinicians, including sending letters and faxes 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 to a variety of offices within a defined regional radius to backfill staffing gaps and support operational needs.