Practice Coordinator Wellesley, MA

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 prep process for all patients to ensure all paperwork and documentation is complete, credit card on file is current, demographics are accurate, and patient chart is prepared.  

• General office duties, cleanliness, and appeal, such as sorting office mail, scanning documents, e-faxes, shared office email and office upkeep, to ensure the practice is running smoothly and prepared for patients and clinicians.   

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

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 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 timely to ensure excellent customer service. 

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

• Handle 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 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.  

• Coordinate with clinicians pertaining to any additional patient questions.  

• Support clinician schedules by auditing for appointment accuracy.  

• Maintain a pleasant, secure, and motivational working environment in the Practice.  

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.  

• Strong communication skills, both written and verbal.  

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

• Comfortable handling sensitive and confidential Information (HIPAA)  

Education and Experience: 

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

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