Patient Services Representative (PSR) Lead - Urgent Care Clinic
About The Position
The Patient Services Representative (PSR) Lead provides efficient, effective, quality customer service and practice support through general office duties, including scheduling, coding, registration, and billing. The role helps maximize revenue by collecting payment at the time of service and entering accurate, up-to-date billing information into the patient accounting system. The PSR Lead also supports clinical staff in maintaining accurate medical records and functions as the lead associate for clerical office operations. The position serves patients who arrive for appointments or contact the clinic for appointments or information about tests and procedures, bills and charges, referrals, and other matters. It ensures timely entry and follow-up of patient and payer billing information and upholds medical-record standards. The role prepares weekly schedules for patient service representatives, anticipates coverage for associate PTO, answers questions about front-office operations and protocols, trains new staff on IDX scheduling, and supports banking-out procedures and petty cash administration. It also recommends operational improvements to the manager and ensures patient complaints are forwarded to the manager within appropriate time frames. The role is based at Good Hope Urgent Care, a high-volume, fast-paced clinic providing convenient, same-day care for patients with non-emergent medical needs. The team serves patients of all ages and relies on communication, teamwork, and smooth patient flow, including during peak times. The schedule is a mix of days and nights, including a weekend and holiday rotation. The clinic operates Monday through Friday from 8:00 a.m. to 8:00 p.m. and weekends and holidays from 8:00 a.m. to 4:00 p.m.
Requirements
- High school diploma or equivalent.
- One to two years of experience in a medical setting or equivalent.
- Three to four years of customer service experience in a high-volume, multitasking, high-stress environment.
- Experience handling difficult callers, customers, or patients.
- Basic knowledge of managed care and commercial insurance.
- Basic knowledge of medical terminology and billing and coding practices.
Responsibilities
- Provide efficient, high-quality service to patients requesting appointments or information in person or by telephone.
- Collect payment at the time of service and enter accurate patient and payer billing information, following up on missing information.
- Support scheduling, coding, registration, and billing functions.
- Assist clinical staff in maintaining accurate and timely medical records.
- Serve as the lead associate for clerical office operations.
- Prepare weekly schedules for patient service representatives and anticipate coverage for associate PTO days.
- Answer questions about front-office operations and protocols.
- Train new staff on IDX scheduling.
- Ensure appropriate banking-out procedures.
- Recommend changes to the manager to improve front-office operations.
- Coordinate the petty cash change fund for the manager.
- Forward patient complaints to the manager within appropriate time frames.
Benefits
- Paid time off programs.
- Medical, dental, vision, life, and short- and long-term disability benefits.
- Flexible spending accounts for eligible health care and dependent care expenses.
- Adoption assistance and paid parental leave.
- Defined contribution retirement plans with employer match and other financial wellness programs.
- Educational Assistance Program.
- Potential premium pay, including shift and on-call pay, based on the teammate's job.
- Incentive pay for select positions.
- Opportunity for annual increases based on performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
