Medical Office Receptionist

About the role

The Practice Coordinator manages front office daily activities for their practice location, ensuring quality customer service to in-person and remote patients and clinicians. This position is based at 230 North Craig Street Suite B, Pittsburgh, PA 15213.

Responsibilities

Operational Excellence

• Create a positive work environment; act as a culture carrier and support in-office clinician and staff engagement activities to promote LifeStance 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
• Perform general office duties, cleanliness, and appeal: 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 courteously
• Support patients with requests via phone, email, and/or portal for payment/billing questions, scheduling needs, release requests, and miscellaneous inquiries
• Manage phone system queues to ensure calls are answered timely
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting
• Handle urgent requests; triage patient issues and resolution, directing to correct departments or escalating for assistance
• Collect all in-person and telehealth co-payments and account balances at 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 duties such as sending letters, faxes, etc.
• Coordinate with clinicians regarding additional patient questions
• Support clinician schedules by auditing for appointment accuracy
• Maintain a pleasant, secure, and motivational working environment in the practice

Requirements

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 & Experience

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

Benefits

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

Compensation

Starting at $21.00/hour, plus quarterly bonus/incentive potential.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk, and hear. The employee is frequently required to walk. The employee 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.