Medical Service Coordinator

LifeStance Health•Manalapan, NJ

14d•Onsite

About The Position

The Medical Services Coordinator serves as a point of contact for coordinating medical care and supports patients and psychiatric clinicians. The role is responsible for quality customer service for in-person and remote patients and clinicians, managing patient inquiries and care coordination, and providing administrative support to clinicians. The position is located at 500 Craig Rd Ste 102, Manalapan, NJ 07726. The coordinator supports operational excellence by promoting a positive work environment and LifeStance culture, responding appropriately to patient needs, and communicating effectively with patients, clinicians, and peers. Patient support includes coordinating authorizations, lab orders, letters, records requests, patient forms, pharmacy communications, phone inquiries, telehealth access, portal troubleshooting, urgent requests, and external referrals. Clinician support includes administrative assistance, coordinating answers to patient questions, and assisting with patient termination processes. The role requires sound judgment, professionalism, adaptability, organization, attention to detail, ethical conduct, and constructive collaboration. The employee regularly sits, stands, bends, talks, and hears; frequently walks; and may need to lift or move objects weighing up to 25 pounds.

Requirements

High school diploma or equivalent.
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.
Comfort handling sensitive and confidential information in accordance with HIPAA.
Ability to behave ethically and align conduct with company standards and values.
Ability to build and maintain positive working relationships internally and externally.
Ability to assess problems, gather relevant information, identify causes, and develop or recommend workable solutions.
Willingness to adapt responsibilities to company needs.
Ability to perform the physical requirements of the job, including lifting or moving objects up to 25 pounds; reasonable accommodations may be made.

Nice To Haves

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

Responsibilities

Promote a positive work environment and support in-office clinician and staff engagement activities that foster LifeStance culture, engagement, and connection.
Provide timely, appropriate customer service to patients, including in potentially difficult or emotional situations.
Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
Assist psychiatric clinicians with prior authorizations, lab orders, patient letters, records requests, and patient forms and paperwork, including FMLA forms.
Facilitate communication among patients, medical staff, and pharmacies.
Answer incoming calls to the medical services line and support inquiries about medication-related questions, refill requests, release requests, appointment rescheduling, and other matters.
Ensure patient pharmacy information in the medical record is accurate.
Scan hard-copy correspondence into patients’ electronic health records.
Assist patients with telehealth access, Patient Portal issues, and other troubleshooting.
Handle urgent requests promptly, triage patient issues, direct them to the appropriate departments, or escalate them for assistance.
Assist with coordinating external referrals for patient care.
Provide general administrative support to clinicians, including sending letters and faxes.
Coordinate with clinicians regarding additional patient questions.
Assist psychiatric clinicians with patient termination processes, including termination letters, external referrals, and AMD status.
Set priorities, organize work, monitor progress, and maintain accurate information in data entry and communications.
Work cooperatively to resolve problems and disagreements without disparaging others or affecting patient care.