Medical Services Coordinator

LifeStance Health•Milwaukee, WI

3d•Onsite

About The Position

The Medical Services Coordinator serves as a point of contact for coordinating medical care and supporting patients and psychiatric clinicians. The role helps ensure quality customer service for in-person and remote patients and clinicians while contributing to a positive, collaborative office environment. The coordinator supports psychiatric care by assisting with prior authorizations, lab orders, patient letters and forms, records requests, pharmacy communication, and external referrals. The role manages calls to the medical services line, supports medication-related questions and refill requests, maintains accurate pharmacy information in patient records, scans correspondence into the EHR, and assists with telehealth and patient portal troubleshooting. Urgent requests are triaged and resolved or escalated as appropriate. The position also provides administrative support to clinicians, including sending letters and faxes, coordinating responses to patient questions, and assisting with patient termination processes. The coordinator is expected to communicate effectively, protect confidential information, work cooperatively, and adapt to changing needs.

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 EMRs.
Comfort handling sensitive and confidential information in accordance with HIPAA.
Ethical conduct and behavior aligned with company values.
Ability to establish and maintain positive working relationships and work cooperatively to set goals, resolve problems, and make decisions.
Willingness to improve processes and performance, assess problems, gather relevant information, and develop or recommend workable solutions.
Flexibility and ability to adapt responsibilities to company needs.
Organization, attention to detail, and ability to set priorities, monitor progress, and maintain accurate information.
Ability to resolve conflicts cooperatively and express disagreements without disparaging others or affecting patient care.
Ability to sit, stand, bend, talk, hear, and frequently walk; lift or move objects weighing up to 25 pounds; and perform the stated vision tasks.

Nice To Haves

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

Responsibilities

Promote a positive work environment and support clinician and staff engagement activities.
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.
Facilitate communication between patients, medical staff, and pharmacies.
Answer calls to the medical services line and assist with medication questions, refill requests, release requests, appointment rescheduling, and other inquiries.
Ensure patient pharmacy information is accurate in the medical record.
Scan hard-copy correspondence into patient EHR records.
Help patients access telehealth and troubleshoot Patient Portal or other issues.
Handle urgent requests, triage patient issues, and direct or escalate requests to the appropriate department.
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.