Lead Practice Coordinator

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.

• Conduct schedule preparation process for all patients to ensure paperwork and documentation is complete, credit card on file is current, demographics are accurate, and chart is prepared.

• General office duties to ensure the practice is running smoothly and prepared for patients and clinicians.

• Monitor Practice Group phone queue operational monitoring to ensure resources are aligned across the group to manage demand of incoming calls, while balancing other duties

• Coordinate efforts across Practice Coordinators to ensure KPI achievement.

• Lead the implementation of new processes at the practice level as they are rolled out by the Practice Group Manager or Clinical Director.

• Fill in gaps for front office staff vacancies as needed to ensure availability of resources to our patients and clinicians.

Patient Support:

• 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 across Practice Group to patients with requests via phone, email, and/or portal with payment/billing related questions, scheduling needs, release requests, etc. ​

• Manage 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, reach out to patients to resolve issues as needed.

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.

• Support clinician schedules by auditing for appointment accuracy.

Practice Coordinator Support

• Troubleshoot workflow issues and implement workable solutions for Practice Coordinators. 

• Lead onboarding and on-the-job job training for new Practice Coordinators joining the organization.

• Ensure front office coverage across the Practice Group. 

• Fill in for any practice coordinator vacancies as needed.

• Maintain a pleasant, secure, and motivational working environment.

Required Skills/Abilities: 

• Ability to multitask and prioritize duties to support delivery of high-quality patient experience.

• Ability to work independently and as a team member.

• Excellent communication skills, both written and verbal.

• Proficient in using Computer Software Applications (Microsoft Office & EMRs)

• Comfortable handling sensitive and confidential Information (HIPAA)

• Flexibility to travel between locations throughout the week

Education and Experience:

• High School or equivalent required, associates/bachelor’s degree preferred​.

• 2+ years of demonstrated success in a healthcare operations role or 1+ year exceptional performance in similar role or setting.

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.

• Mentoring Aptitude & Desire: Possess the interest, ability, and skills to coach junior employees as they grow and develop in their role. 

• 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, 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.

In Office and Travel Requirements:

• 100% Onsite; flexibility to travel between locations within the assigned Practice Group throughout the week is required.