Practice Coordinator Rover (CMA)

The Rover Practice Coordinator performs all core functions of the Practice Coordinator role while providing support across a defined state/region. This role backfills planned and unplanned staffing gaps and supports practices experiencing increased volume or operational demand. The Rover Practice Coordinator delivers high quality front office operations and exceptional customer service to both in-person and remote patients and clinicians.

Compensation: $18.25 - $19.25/hourly, plus quarterly bonus/incentive potential

Hours: Monday - Friday 8:00 am - 5:00 pm

Location: 200 E Robinson Street Suite 425 Orlando FL 32801

**Additional travel and remote support to surrounding locations**

Duties/Responsibilities:

Operational Excellence:

• Create and maintain a positive, supportive, and professional working environment; serve as a culture carrier and support in-office clinician and staff engagement activities to promote LFST culture, engagement, and connection.

• Preparation process for all patients ensuring all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is fully prepared.

• Perform general office duties including mail handling, sorting, scanning documents, e-faxes, shared office email / Teams messages and maintaining office organization and cleanliness.

• Communicate clearly and professionally with peers, clinicians, and patients in ways that support patient care and clinician satisfaction.

Patient Support:

• Deliver exceptional customer service by responding promptly and appropriately to patient needs.

• Apply Crisis and De-escalation Processes when managing difficult or sensitive situations.

• 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 in a timely manner to ensure excellent customer service.

• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.

• Triage urgent patient needs and escalates to internal partners when necessary.

• Collect co-payments and outstanding balances for in-person and telehealth visits at the time of service.

• Complete insurance eligibility verification and reach out to patients to resolve any issues.

Clinician Support

• Provide general clinician support – assist clinicians with administrative questions and/or duties such as sending letters, faxes, etc. and respond to operational questions.

• Partner with clinicians to resolve patient questions or concerns.

• Audit clinician schedules for accuracy and completeness.

• Contribute to a pleasant, safe, organized, and motivational working environment in the Practice.

Required Skills/Abilities:

• Ability to commute to a variety of offices within a defined regional radius.

• Strong multitasking and prioritization skills

• Ability to work both independently and collaboratively in a team environment.

• Clear and effective communication skills, both written and verbal.

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

• Able to manage sensitive and confidential Information (HIPAA)

Education and Experience:

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

• Minimum of 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.

Professionalism and Decision-making Responsibilities:

• Behave Ethically: Demonstrates integrity and adheres to company values, ethical standards and privacy requirements.

• Relationship Building Establish and maintain positive working relationships with others (internally and externally) Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.

• Growth Mindset: Identify opportunities for process improvement. Identify causes, gather and process relevant information, generate workable solutions, and make recommendations and/or resolve the problem.

• Flexibility and Adaptability: Willing and able to be flexible in responsibilities and easily adapt to organizational needs.

• Organization & Attention to Detail: Set priorities, develop a work schedule, and monitor progress towards goals. Maintain accuracy in data entry, documentation and communication.

• Conflict Resolution: Navigate disagreement constructively by listening actively, communicating respectfully, and collaborating to reach solutions that uphold LifeStance values and support and effective working environment and patient care.

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 accommodation 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.

• A valid driver’s license and the ability to travel by automobile to multiple locations is required.

LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

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