[Hiring] Medical Services Coordinator @LifeStance Health

Role Description

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

Qualifications

• 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.

Requirements

• 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).

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.

Duties/Responsibilities

• Operational Excellence:
  • 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.
  • Provide strong customer service, responding quickly and appropriately to patient needs, and being prepared to manage 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, coordination of needed patient forms/paperwork (i.e. FLMA).
  • Facilitate communication as needed between the patient, medical staff and the patient’s pharmacy.
  • Manage phone systems: Answer incoming calls to medical services line and provide patient support with medication related questions, refill requests, release requests, appointment reschedules, miscellaneous inquiries, etc.
  • Ensure accuracy of patient pharmacy information in the medical record.
  • Scan all hard copy correspondence into patient’s EHR record.
  • Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
  • Immediately handle any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance.
  • Assist in coordination of external referrals for patient care.
• Clinician Support:
  • 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.
  • Aid psychiatric clinicians in termination process for patients as needed (i.e. termination letter, external referral, AMD status, etc.).

Professionalism and Decision-making Responsibilities

• Behave Ethically: Understand ethical behavior and business practices and ensure own behavior and the behavior of others are consistent with these standards and align with the values of the company.
• Build Relationships: Establish and maintain positive working relationships with others internally and externally to achieve the organization's goals. Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Growth Mindset: Actively look for ways to improve processes/performance.
• Assess problem situations to identify causes, gather and process relevant information, generate workable solutions, and make recommendations and/or resolve the problem.
• Flexibility and Adaptability: Willingness to be flexible in responsibilities and easily adapt to the company's needs.
• Organization & Attention to Detail: Set priorities, develop a work schedule, and monitor progress towards goals, and track details, data, information. Understand the need for accurate information in data entry and communication with patients/clients and staff.
• Conflict Resolution: Work cooperatively and effectively with others to resolve problems and express disagreements in a way that does not attack/disparage others or impact patient care.

Physical Requirements

• 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.