Medical Office Receptionist (Rover)

Job Summary

The Rover Practice Coordinator performs all core functions of the Practice Coordinator role while providing support across a defined state/region. This role backfills planned and unplanned staffing gaps and supports practices experiencing increased volume or operational demand. The Rover Practice Coordinator delivers high quality front office operations and exceptional customer service to both in-person and remote patients and clinicians.

Duties/Responsibilities

• Create and maintain a positive, supportive, and professional working environment; serve as a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.
• Prepare and maintain all patient paperwork and ensure all documentation is complete, credit card on file is current, demographics are accurate, and patient charts are fully prepared.
• Perform general office duties including mail handling, scanning documents, e-faxing, shared office email / Teams messages, and maintaining office organization and cleanliness.
• Communicate clearly and professionally with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
• Deliver exceptional customer service by responding promptly and appropriately to patient needs, applying crisis and de-escalation processes when managing difficult or sensitive situations, and managing front desk responsibilities including greeting and checking patients in/out in a courteous manner.
• Support 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, and ensure calls are answered in a timely manner to ensure excellent customer service.
• Audit clinician schedules for accuracy and completeness, provide general clinician support, assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc., and respond to operational questions.
• Manage urgent patient needs and escalate to internal partners when necessary, collect co-payments and outstanding balances for in-person and telehealth visits at the time of service, and complete insurance eligibility verification and reach out to patients to resolve any issues.

Required Skills/Abilities

• Ability to commute to a variety of offices within a defined regional radius.
• Strong multitasking and prioritization skills.
• Clear and effective communication skills, both written and verbal.
• Proficient in using Computer Software Applications (Microsoft Office & EMRs).
• Able to manage sensitive and confidential Information (HIPAA).

Education And Experience

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

Professionalism And Decision-making Responsibilities

• Behave Ethically: Demonstrates integrity and adheres to company values, ethical standards and privacy requirements.
• Relationship Building: Establish and maintain positive working relationships with others (internally and externally) and work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Growth Mindset: Identify opportunities for process improvement, identify causes, gather and process relevant information, generate workable solutions, and make recommendations and/or resolve the problem.
• Flexibility and Adaptability: Willing and able to be flexible in responsibilities and easily adapt to organizational needs.
• Organization & Attention to Detail: Set priorities, develop a work schedule, and monitor progress towards goals. Maintain accuracy in data entry, documentation and communication.
• Conflict Resolution: Navigate disagreement constructively by listening actively, communicating respectfully, and collaborating to reach solutions that uphold LifeStance values and support and effective working environment and patient care.

Physical Requirements

• Sit, stand, bend, talk, and hear.
• Frequently walk.
• Occasionally lift and/or move objects up to 25 pounds.

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. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay, and an Employee Assistance Program.

Compensation

$20.50 - $21.50/hour plus quarterly bonus/incentive potential

Location

735 Mapleton Ave, Suite 200 Middletown, DE 19709

Additional Travel and Remote Support

Additional travel and remote support to surrounding locations