Medical Office Receptionist (Rover)

About the role

The Rover Practice Coordinator role is designed as a development opportunity for high-performing Practice Coordinators seeking broader operational exposure and readiness for expanded responsibility. Through regional support, cross-practice collaboration, and increased complexity, this role builds skills aligned with future growth into Lead Practice Coordinator, or other Practice Operations roles, based on performance, business needs, and available opportunities.

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 all patients ensuring all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is fully prepared.
• Perform general office duties including mail handling, sorting, scanning documents, e-faxes, 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.
• 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 in a timely manner to ensure excellent customer service.
• Triage urgent patient needs and escalates to internal partners when necessary.
• Collect co-payments and outstanding balances for in-person and telehealth visits at the time of service.
• Complete insurance eligibility verification and reach out to patients to resolve any issues.
• Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc. and respond to operational questions.
• Partner with clinicians to resolve patient questions or concerns.
• Audit clinician schedules for accuracy and completeness.
• Contribute to a pleasant, safe, organized, and motivational working environment in the Practice.

Qualifications

• Minimum of 6 months of demonstrated success in a LifeStance Practice or Lead Practice Coordinator position, or manager approved exception based on readiness.
• Maintains a high level of job performance and meets established attendance guidelines.
• Currently not on active Corrective Action or Performance Improvement Plan.
• Able to flex schedule based on business need.

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).

Benefits

• Medical
• Dental
• Vision
• AD&D
• Short and long-term disability
• Life insurance
• 401k retirement savings with employer match
• Paid parental leave
• Paid time off
• Holiday pay
• Employee Assistance Program

Compensation

Competitive salary based on tenure, experience, & market / geographic analysis
Quarterly bonus based on performance in an assigned campaign, initiatives.

Location

2530 Meridian Pkwy #115, Durham, NC 27713