Intake/Scheduling Coordinator

Canton, MA

Full-time

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 corporate team!

ROLE OVERVIEW The Intake Coordinator is responsible for assisting new patients in establishing care with a LifeStance provider. Tasks include initial assessment scheduling, collection of necessary demographic and insurance information, handling of referrals and clinical history to properly match a patient to the most appropriate provider. Ideal candidates should be able to quickly learn and adapt to the intake department processes and technology. Technology includes Electronic Health Record (EHR), appointment scheduling, phone, and contact center systems. Page Break RESPONISIBILITIES

• Handle intake department interactions via phone (Inbound and Outbound), email, voicemail, faxes, and chat
• Assist new patients establishing care with a provider

o Intake Assessment o Scheduling initial appointment o Obtaining patient clinical historical, demographic, and insurance information o Processing and managing of referral paperwork o Assess patient needs to match patient to an appropriate provider

• Follow up activities may include

o Contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior approvals o Communication with patient and provider regarding delays in processing referral or prior authorization o Screen any inquiry calls to schedule potential new patients o Reaching out to patients to initiate new services and complete assessment o Assist caller/patient with any questions regarding new patient appointments or referrals

• Communicate regularly with key referral sources to ensure proper placement
• Assist with incoming emergency calls as appropriate
• Other tasks as assigned by management

SKILLS & EXPERIENCE

• High school diploma or equivalent required; Associate degree with relevant work experience preferred
• 2+ years of experience in a call center environment
• 2+ years of experience in healthcare environment, medical or mental health practices
• Prior experience working with Electronic Health Record systems (EHRs), Call Center and phone systems
• Must have strong computer proficiency with knowledge of Microsoft Office, Internet, and Email
• Ability to type fluently
• Ability to provide excellent customer service over the phone
• Excellent interpersonal skills and professional manner
• Strong communication skills, specifically exhibiting empathy and compassion when interacting with patients over the phone
• Ability to ask questions when help is needed and offer suggestions to complete work effectively and efficiently
• Attention to detail, ensuring accuracy and completeness of work
• Must be able to multi-task and prioritize work in a fast-paced work environment
• Qualified candidates must be legally authorized to be employed in the United States
• LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture