National Training & Documentation Specialist

Job Description

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!

COMPANY: LifeStance Health

JOB TITLE: National Training & Documentation Specialist

REPORTS TO: Manager, National Documentation & Training

LOCATION: Remote, Eastern Time Zone (preferred)

JOB CLASSIFICATION: Salary

INTERNAL MAPPING: National Customer Care-Intake Department

LIFESTANCE OVERVIEW

LifeStance Health (NASDAQ: LFST) 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.

Our Values:

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. Learn more at www.lifestance.com.

ROLE OVERVIEW:

Join Our Team as a National Training & Documentation Specialist!

As the National Training & Documentation Specialist within the National Customer Care department, you will play a pivotal role in developing and delivering training initiatives, optimizing workflows, and serving as a subject matter expert (SME) for intake processes. Collaborating closely with the Regional Intake Manager and Intake Managers, you will collaborate with the training team to facilitate trainings programs, conduct refresher sessions, and implement projects aimed at ensuring operational efficiency and excellence in service delivery. Your expertise will extend across departments nationally, contributing to the enhancement of intake procedures and documentation standards.

RESPONSIBILITIES:

Training & Documentation:

• Collaborate with the Regional Intake Manager and Intake Manager to develop comprehensive training programs for new hires.

• Work closely with the training team to deliver engaging and informative training sessions at a national level, ensuring a smooth onboarding experience for new team members.

• Facilitate refresher training sessions periodically to reinforce best practices and address skill gaps among existing staff.

• Develop and maintain documentation, including instructional design and build out of training content, standard operating procedures (SOPs), and job aids to ensure consistency and compliance.

• Provide coaching for existing team members to enhance their customer service skills and ensure consistent delivery of high-quality service.

• Serve as a point of contact for intake-related inquiries, providing guidance and support to team members across the organization.

• Partner with Intake Managers to support coaching opportunities and provide feedback to team members, supporting continuous improvement and adherence to quality standards.

Cross-functional Partnerships:

• Partner with cross-functional teams to optimize intake workflows, streamline processes, and enhance efficiency.

• Act as a subject matter expert (SME) for projects involving intake, offering insights, recommendations, and guidance to stakeholders at all levels.

• Identify process improvement opportunities and actively participate in implementing initiatives to drive operational excellence.

Other Responsibilities:

• Fulfill other tasks as assigned by management.

REQUIREMENTS:

Education:

• A bachelor's degree and/or 4 years of experience in healthcare related field or equivalent or associate degree and 2 years of experience in healthcare related field or equivalent.

Professional Experience:

• 3+ years of healthcare environment experience: Preferably in medical or mental health practices, indicating familiarity with healthcare processes.

• 2+ years of experience in training facilitation, preferably within a customer care or healthcare related environment.

• Strong understanding of intake processes, workflows, and documentation standards.

Technical Skills:

• Experience with Electronic Health Record (EHR) systems and contact center technologies.

• Proficiency in Microsoft Office Suite and other relevant software applications.

• Knowledge of medical and commercial insurance terminology.

Training Skills:

• Experience creating training materials, including presentations, manuals, and job aids, to effectively communicate key concepts and enhance learning outcomes.

• Effective communication skills, with the ability to convey complex information clearly and effectively.

• Experience with phone coaching and nesting, providing one-on-one support and guidance to new hires.

• Detail-oriented with strong organizational and time management skills.

• Capability to adapt to a fast-paced, dynamic environment and manage diverse tasks efficiently.

• Demonstrated ability to work collaboratively with cross-functional teams and build positive relationships.

• Exceptional interpersonal and communication skills to foster collaborative relationships with new hires and across departments.

Other:

• Quiet, distraction free, dedicated HIPAA compliant workspace in your remote office.

• Other tasks as assigned by management and/or executive team.

• Qualified candidates must be legally authorized to be employed in the United States.

Demonstrate 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.

Note: LifeStance is an EEO/Affirmative Action Employer committed to diversity 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. Candidates should demonstrate awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse backgrounds.

LifeStance Health (NASDAQ: LFST) 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.

Our Values:

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.

Learn more at www.lifestance.com.