Medical Office Receptionist (Rover)

Benefits

• 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
• holiday pay
• Employee Assistance Program

About the role

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.

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.
• Ability to flex schedule based on business need.

Responsibilities

• Operational Excellence: 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.
• Preparation process for 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.
• Patient Support: Deliver exceptional customer service by responding promptly and appropriately to patient needs; Apply Crisis and De-escalation Processes when managing difficult or sensitive situations; 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 inquiries, etc.; Manage queues within the phone system, ensuring calls are answered in a timely manner to ensure excellent customer service; Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed; 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.
• Clinician Support: Provide general clinician support – assist clinicians with administrative questions and/or