Patient Service Representative Lead

Urology America, MSO•Round Rock, TX

11d•Onsite

About The Position

The Patient Service Representative (PSR) Lead plays a key role in supporting the front desk team by coordinating daily workflows, maintaining process standards, and serving as the first point of escalation for routine operational issues. This is a peer leadership position that helps drive front-desk efficiency, accuracy, and patient experience without formal supervisory authority. By promoting consistency in appointment prep, insurance entry, patient documentation, and scanning, the PSR Lead ensures smooth clinic operations across the non-clinical team. The PSR Lead also supports onboarding, quality checks, and training refreshers for existing PSRs, in close partnership with the Site Manager. This position is expected to function as a working lead, participating in check-in and check-out responsibilities while managing tools, coverage coordination, and ongoing improvement efforts.

Requirements

Minimum two years of experience as a PSR, with strong performance and reliability.
Demonstrated understanding of Urology Austin front office protocols and EHR systems.
Proficient in insurance verification, payment collection, and documentation practices.
Excellent verbal and written communication skills.
Strong organizational and problem-solving abilities.
Proficient in Microsoft Outlook, Word, and Excel.

Responsibilities

Provide peer leadership and real-time workflow support to front desk team members during clinic hours.
Coordinate daily task distribution (check-in, scanning, phones, prep) and adjust as needed based on staffing and patient flow.
Ensure front desk SOPs and protocols are consistently followed, especially for appointment preparation, patient collections, and scanning accuracy. Assist with the implementation of new SOPS.
Maintain a shared daily checklist or task tracker for team coverage, escalation items, and prep responsibilities.
Monitor next-day appointment readiness and help ensure all front desk prep is completed by end-of-day.
Serve as the first point of contact for front desk workflow questions and process clarification
Identify gaps or inconsistencies in workflow execution and partner with Site Manager to implement corrections or peer refreshers.
Perform quality spot checks on tasks like payment entry, document scanning, and demographic accuracy and report trends to leadership.
Participate in patient-facing tasks including check-in, check-out, and phone coverage as needed to support clinic flow.
Maintain and update reference materials and front-desk tools (training guides, cheat sheets, coverage calendars).
Assist with onboarding and peer training of new hires, focusing on Urology Austin standards and real-time reinforcement of expectations.
Coordinate PTO coverage and support seamless transitions during staff absences using shared resources.
Escalate system, process, or personnel concerns to the Site Manager when appropriate, offering context and potential resolutions.
Maintain batch reconciliations.
Additional duties as assigned.