Medical Services Coordinator

About LifeStance Health

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, we make this happen with the best team in mental healthcare. Our values include:

• Belonging: We cultivate a space where everyone can show up as their authentic self.
• Empathy: We seek out diverse perspectives and listen to learn without judgment.
• Courage: We are all accountable for doing the right thing—even when it's hard—because we know it's worth it.
• One Team: We realize our full potential when we work together toward our shared purpose.

About the Role

The Medical Services Coordinator serves as a point of contact to coordinate medical care, providing support to patients and psychiatric clinicians while ensuring quality customer service for both in-person and remote patients and clinicians.

Location: 4139 Oregon Pike Suite 303, Ephrata, PA 17522

Responsibilities

Operational Excellence

• Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LifeStance culture, engagement, and connection.
• Provide strong customer service, responding quickly and appropriately to patient needs, and managing potentially difficult or emotional situations.
• Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.

Patient Support

• Assist psychiatric clinicians with necessary aspects of patient care, including prior authorizations, lab orders, letters for patients, records requests, and coordination of needed patient forms/paperwork (e.g., FMLA).
• Facilitate communication between the patient, medical staff, and the patient’s pharmacy.
• Manage phone systems: answer incoming calls to the medical services line and provide patient support with medication-related questions, refill requests, release requests, appointment reschedules, and miscellaneous inquiries.
• Ensure accuracy of patient pharmacy information in the medical record.
• Scan all hard copy correspondence into the patient’s EHR record.
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
• Immediately handle urgent requests; triage patient issues and resolution, directing to correct departments or escalating for assistance.
• Assist in coordination of external referrals for patient care.

Clinician Support

• Provide general clinician support—assist with administrative questions and duties such as sending letters, faxes, etc.
• Coordinate with clinicians regarding any additional patient questions.
• Aid psychiatric clinicians in the termination process for patients as needed (e.g., termination letter, external referral, AMD status).

Professionalism and Decision-Making

• Behave Ethically: Understand ethical behavior and business practices and ensure your behavior and that of others align with company values.
• Build Relationships: Establish and maintain positive working relationships internally and externally to achieve organizational goals.
• Growth Mindset: Actively look for ways to improve processes and performance; assess problem situations, gather relevant information, and generate solutions.
• Flexibility and Adaptability: Be willing to adjust responsibilities and adapt to the company’s needs.
• Organization & Attention to Detail: Set priorities, develop work schedules, monitor progress, and ensure accuracy in data entry and communication.
• Conflict Resolution: Work cooperatively with others to resolve problems without attacking or disparaging others or impacting patient care.

Requirements

• High School diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 1+ years of experience in healthcare operations, customer service, or a similar role or setting preferred.
• Ability to multitask and prioritize duties to support a high-quality patient experience.
• Ability to work independently and as a team member.
• Strong written and verbal communication skills.
• 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 required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these 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, and vision insurance.
• 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

$21.75/hourly, plus quarterly bonus/incentive potential.