Scheduling Coordinator – CST zone

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, verifying insurance eligibility, and 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.

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.
• 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 patient 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.

COMPENTENCIES & 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.
• Detailed 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.
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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.
• Fluent in English, required and a professional working proficiency, in Spanish may be required.
• 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.
• Qualified candidates must be legally authorized to be employed in the United States.