Lead Patient Services Representative

Current Opportunities at Sound Physicians • Dallas, TX

8d • $22 - $25 • Onsite

About The Position

The Lead Patient Services Representative (Lead PSR) provides support while also serving as a team leader and key resource for the Patient Services Representative (PSR) team. In addition to performing all PSR responsibilities, the Lead PSR acts as a mentor, point of escalation, and operational support to ensure efficient clinic operations and exceptional service for patients, providers, and staff. This role supports two clinics (Plano and Dallas), working closely with 18 clinicians and a dedicated team of Medical Assistants. The Lead PSR helps maintain smooth workflows, fosters collaboration, and upholds high service standards for our patients across both locations.

Requirements

• Values
• Work Ethic: Dedication to getting the job done well and on time, regardless of circumstances, a can-do attitude
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
• Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information
• Adaptability: Demonstrates flexibility and a willingness to change as circumstances evolve and be coachable
• Resourcefulness: Proactive willingness to utilize available information and tools to figure things out, not afraid to ask questions when necessary
• Commitment: Demonstrates a dedication to the job, project, organization, customer/clients, and co-workers
• Strategic Thinking: Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Self-Motivation: Proactively jumps in to start a task or project with limited direction; asks to take on more responsibility and what is next
• Collaboration: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process
• Knowledge, Skills, and Abilities
• Knowledge of medical practice and care and insurance plan payers
• Knowledge of physician business procedures and medical terminology
• Knowledge of front office customer service levels
• Knowledge of medical equipment and instruments
• Electronic Health Record (EMR) experience
• Proficiency in the operation of a computer and other office equipment
• Skill in identifying and resolving problems
• Ability to use good reasoning and judgment and react calmly in emergency situations
• Ability to establish and maintain effective working relationships with patients, co-workers and vendors
• Ability to read, write and communicate effectively with oral and written correspondence
• Ability to exercise a degree of initiative and judgment
• Education and Experience
• High school diploma, or equivalent and two years of healthcare experience
• 4 years’ experience in a medical office setting

Responsibilities

• Leadership and Oversight Supervising and training PSR staff, ensuring adherence to established protocols
• Serving as the point of escalation for patient complaints or staff concerns
• Monitoring team performance and providing constructive feedback
• Coordination and Workflow Optimization Scheduling and delegating tasks among PSRs to ensure adequate coverage
• Acting as a liaison between administrative and clinical staff
• Quality Assurance Monitoring compliance with policies, procedures, and regulatory requirements
• Auditing patient calls for accuracy and customer service
• Identifying areas for process improvement and implementing solutions
• Problem-Solving Handling complex patient situations or scheduling conflicts
• Addressing technical or operational issues that arise during the day
• Reporting and Communication Preparing reports on team performance, call volume, wait times, or scheduling data
• Communicating updates, changes, or new policies to PSRs
• Other Duties as Assigned

Benefits

• Medical insurance
• Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees