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!
This is a REMOTE position. Employees are required to come to the Nashua, NH office within 1 hour of technical issues, system upgrades and/or outages.
LifeStance Health is one of the nation’s largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona.
Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better.
Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable and personalized mental healthcare.
Delivering Compassion – We care for people unconditionally and act with empathy always.
Building Relationships – We are collaborative, building enduring relationships to achieve more together.
Celebrating Difference – We respect the diversity of every individual’s lived experiences.
Since LifeStance Health was founded in 2017, we have grown to nearly 5,000 clinicians and team members serving patients in more than 370 locations. We acquire clinical practices and open new locations across the country, with thousands of new clinicians joining our mission every year. We are reimagining mental health.
ROLE OVERVIEW The Customer Care 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.
Handle intake department interactions via phone (Inbound and Outbound), email, voicemail, faxes, and chat
Assist new patients establishing care with a provider
Scheduling initial appointment
Obtaining patient clinical historical, demographic, and insurance information
Processing and managing of referral paperwork
Assess patient needs to match patient to an appropriate provider
Follow up activities may include
Contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior approvals
Communication with patient and provider regarding delays in processing referral or prior authorization
Screen any inquiry calls to schedule potential new patients
Reaching out to patients to initiate new services and complete assessment
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