Intake Coordinator (Call Center Representative)

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 team! LifeStance Health Values Belonging: We cultivate a space where everyone can show up as their authentic self. Empathy: We seek out diverse perspectives and listen to learn without judgment. Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it. One Team: We realize our full potential when we work together towards our shared purpose. Benefits As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program. ROLE OVERVIEW 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. Hours: Between the hours of operation of 8:00 am - 5:30 pm EST, CST, MST, and PST Monday - Friday Compensation: $20/hour 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. Other: 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. COMPETENCIES & 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. 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. Fluency in English is required; fluency in Spanish preferred. 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. 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 accommodations 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. 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. LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance. LifeStance Health complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Human Resources Team at View email address on click.appcast.io. Please note: This contact is intended solely for accommodation requests. Inquiries regarding applications, resumes and applicant status should not be sent to this email address as they will not be reviewed or responded to. #J-18808-Ljbffr LifeStance Health