Medical Office Receptionist

About the role

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. As the fastest growing mental health practice group in the country, now is the perfect time to join our team.

We are looking for a Practice Coordinator to manage the front office daily activities for our West Chester, PA location, ensuring quality customer service to in-person and remote patients and clinicians.

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 prep process for all patients to ensure all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is prepared.
• Handle general office duties, cleanliness, and appeal, such as sorting office mail, scanning documents, e-faxes, shared office email, and office upkeep to ensure the practice runs smoothly and is prepared for patients and clinicians.
• Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.

Patient Support

• Provide exceptional customer service, responding quickly and appropriately to patient needs, and 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.
• Support patients with requests via phone, email, and/or portal regarding payment/billing questions, scheduling needs, release requests, and miscellaneous inquiries.
• Manage queues within the phone system to ensure calls are answered timely for excellent customer service.
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
• Handle urgent requests; triage patient issues and resolution, including directing to correct departments or escalating 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 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.

Requirements

• High School diploma or equivalent required; associate’s/bachelor’s degree preferred.
• 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.

Skills

• Ability to multitask and prioritize duties to support delivery of a 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).

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, stand, bend, talk, and hear.
• Frequently required to walk.
• Must be able to lift and/or move objects up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Benefits

As a full-time employee of LifeStance Health, the following benefits are offered:

• Medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401k retirement savings with employer match.
• Paid parental leave.
• Paid time off and holiday pay.
• Employee Assistance Program.

Pay

$20.00 - $21.00/hour, plus quarterly bonus/incentive potential.

Location: 780 E Market Street, Suite 220, West Chester, PA 19382