LifeStance Health
Job Description At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It's a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team! LifeStance Health Values
- 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 towards our shared purpose.
- Create a positive work environment; be a culture carrier and support in-office clinician and staff engagement activities to promote LFST 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.
- General office duties, cleanliness, and appeal, such as sorting office mail, scanning documents, e-faxes, shared office email and office upkeep, to ensure the practice is running smoothly and prepared for patients and clinicians.
- Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.
- Provide exceptional customer service, responding quickly and appropriately to patient needs, and being prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation Processes.
- 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 timely to ensure excellent customer service.
- Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
- Handle any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.
- Collect all in-person and telehealth co-payments and account balances 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.
- Coordinate with clinicians pertaining to any additional patient questions.
- Support clinician schedules by auditing for appointment accuracy.
- Maintain a pleasant, secure, and motivational working environment in the Practice.
- 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)
- High School or equivalent required, associates/bachelor's degree preferred.
- 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.