Medical Services Coordinator

LifeStance Health•New York, NY

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 helps ensure quality customer service for in-person and remote patients and clinicians. It includes administrative and operational support, responding to patient needs, coordinating communications and care-related processes, and handling sensitive information in accordance with HIPAA.

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 sit, stand, bend, talk, and hear regularly, and walk frequently.
Ability to lift and/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'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

Help foster a positive work environment and support in-office clinician and staff engagement activities that promote company culture, engagement, and connection.
Respond promptly and appropriately to patient needs, including 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 or paperwork, including FMLA forms.
Facilitate communication between patients, medical staff, and pharmacies as needed.
Answer calls to the medical services line and support patients with medication-related questions, refill and release requests, appointment rescheduling, and other inquiries.
Ensure patient pharmacy information in the medical record is accurate.
Scan hard-copy correspondence into patient EHR records.
Help patients with telehealth access, Patient Portal issues, and other troubleshooting.
Handle urgent requests promptly, triage patient issues, and direct or escalate them to the appropriate department or support.
Assist with coordination of external referrals for patient care.
Provide clinicians with general administrative support, 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.