[Hiring] Intake Coordinator @LifeStance Health

Role Description

The Intake Coordinator plays a vital role in assisting new patients to establish care with a LifeStance provider. This position is responsible for:

• Scheduling initial assessments
• Collecting necessary demographic information
• Verifying insurance eligibility
• Managing referrals and clinical history to appropriately match patients with the most suitable providers

The Intake Coordinator facilitates the initial stages of client engagement and must possess excellent interpersonal skills.

Hours: Between the hours of operation of 8:00 am - 5:30 pm EST, CST, MST, and PST Monday - Friday

Compensation: $20/hour

Responsibilities

• Intake Department Interactions:
  • Efficiently handle communications via phone (inbound and outbound), email, voicemail, faxes, and chat.
  • Identify and communicate patient trends and feedback, including scheduling barriers to Intake.
  • Interact with Practice Operations team as necessary to ensure proper patient matching.
• New Patient Assistance:
  • Conduct thorough intake assessments to understand patient needs and match them with the most appropriate provider.
  • Schedule initial appointments promptly and accurately with detail outlining patients’ needs including talk therapy and/or medication management.
  • Collect patient insurance information and run eligibility ensuring in-network benefits for matched provider.
  • Obtain and verify patient clinical history, demographic details, insurance information, and eligibility.
  • Collect credit card for file and maintain compliance.
  • Assist new patients with portal setup and new patient paperwork.
  • Process and manage referral paperwork efficiently.
• Other:
  • Ensure all patient interactions and transactions are accurately documented in the Electronic Health Record (EHR) system.
  • Proactively contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior authorizations.
  • Contact existing patients to initiate new services based on internal and external referrals.
  • Assist new patients with any questions regarding new patient appointments or referrals.
  • Professionally and calmly assist with incoming emergency calls as appropriate and follow crisis call protocols.
  • Perform additional tasks and responsibilities as assigned by management to support the overall efficiency of the intake department.
  • Adhere to all relevant policies, regulations, and compliance standards throughout the intake process including HIPAA and PCI.

Competencies & Skills

• Adaptability: Quickly learn and adapt to the intake department’s processes and technology, including Electronic Health Record (EHR) systems, appointment scheduling tools, and contact center systems.
• Communication Skills: Strong verbal and written communication skills to interact effectively with patients, providers, and referral sources.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and priorities simultaneously.
• Customer Service: A patient-centric approach with a strong commitment to providing exceptional customer service, empathy, and compassion.
• Problem-Solving: Ability to handle complex situations and make informed decisions to resolve issues efficiently.
• Detail Oriented: Demonstrates meticulous attention to detail, ensuring accuracy and completeness in all tasks.
• Team Player: Collaborative attitude with the ability to work well in a team-oriented environment.

Skills & Experience

• High school diploma or equivalent required; Bachelor's degree preferred.
• 2+ years of experience in a contact center environment and/or healthcare environment.
• Strong computer proficiency with knowledge of Microsoft Office, Internet, and Email.
• Prior experience working with Electronic Health Record systems (EHRs), preferred.
• Clear understanding of insurance-related terminology.
• Fluency in English is required; fluency in Spanish preferred.
• Quiet, distraction-free, dedicated HIPAA compliant workspace in your remote office with high-speed hard-wired internet access.
• Must be able to multi-task and prioritize work in a fast-paced work environment.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk, and hear.
• The employee is frequently required to walk.
• The employee must be able to lift and/or move objects up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.