PATIENT SERVICE OPERATIONS LEAD

Sport Ortho Urgent Care•Brentwood, TN

6d•Onsite

About The Position

At Sport Ortho Urgent Care, we believe great patient experiences start at the front desk. The Patient Services Operations Lead is designed for a high-performing PSR who's ready to step into a broader leadership role, owning training, standards, and performance across our growing clinic footprint throughout Middle Tennessee.

Requirements

High school diploma required; associate degree or healthcare administration certification preferred
6–12+ months of Sport Ortho PSR experience strongly preferred for internal applicants
Comfortable operating across a multi-site environment with regular travel throughout Middle Tennessee
Self-directed, organized, and thrives under minimal supervision
Strong communicator who builds trust across staff, providers, and leadership
Forward-thinking approach to technology and workflow improvement

Nice To Haves

Experience with Athena, Phreesia, and Microsoft Excel preferred

Responsibilities

Serve as the operational anchor for front desk performance across all Sport Ortho clinic locations, with regular site visits and real-time problem solving.
Lead onboarding and training of all new PSRs using the PSR SOP as the primary framework — assessing comprehension and providing structured feedback before independent practice.
Coordinate front desk staffing and coverage to align with clinical volume and scheduling demands across locations.
Conduct virtual interviews with PSR candidates and serve as the liaison between HR and Clinic Directors during hiring.
Monitor front desk KPIs, including time-of-service collections, insurance accuracy, and patient wait times, and use data to drive improvement.
Identify and recommend technology and workflow improvements, including digital intake optimization and EHR utilization (Athena, Phreesia).
Maintain and update the PSR SOP manual as workflows, systems, or organizational needs evolve.
Uphold the highest standards of patient confidentiality and customer service at every location.