Lead Practice Coordinator

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.

• Empathy: We seek out diverse perspectives and listen to learn without judgment.

• Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.

• One Team: We realize our full potential when we work together towards our shared purpose.

Job Summary: The Lead Practice Coordinator is responsible for the oversight of the front office daily activities for their assigned practice group locations, ensuring quality customer service to in-person and remote patients and clinicians.  
Compensation : $22.00 - $27.00/hourLocations:

• 667 Stoneleigh Ave Suite 202, Carmel Hamlet, NY 10512
• 2510 US-44 10 Suite F, Salt Point, NY 12578

Duties/Responsibilities: 

Operational Excellence: 

• Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.
•  Conduct schedule preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is current, demographics are accurate, and chart is prepared. 
• General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.  
•  Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties 
• Coordinate efforts across Practice Coordinators to ensure KPI achievement. 
• Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director. 
• Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians. 

Patient Support: 

• Provide exceptional customer service, responding quickly and appropriately to patient needs, and being prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation Processes​. 
• Manage front desk responsibilities including greeting and checking patients in/out in a courteous manner. 
• Provide support to patients with requests via phone, email, and or portal with payment/billing related questions, scheduling needs, release requests, miscellaneous inquires, etc. ​ 
• Manage queues within the phone system, ensuring calls are answered timely to ensure excellent customer service. 
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed. 
• Handle any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.​ 
• Collect all in-person and telehealth co-payments and account balances at the time of service. 
• Complete insurance eligibility verification and reach out to patients to resolve any issues. 

Clinician Support:

• Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc. 
• Coordinate with clinicians pertaining to any additional patient questions. 
• Support clinician schedules by auditing for appointment accuracy. Maintain a pleasant, secure, and motivational working environment in the Practice.  

Required Skills/Abilities:  

• Ability to multitask and prioritize duties to support delivery of high-quality patient experience.
• Ability to work independently and as a team member. Strong communication skills, both written and verbal. 
• Proficient in using Computer Software Applications (Microsoft Office & EMRs) Comfortable handling sensitive and confidential Information (HIPAA)

Education and Experience: High School or equivalent required, associates/bachelor’s degree preferred​. 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.