Patient Service Representative Lead

Job Description

At Urology Austin, our mission is committed to improving the lives of patients and their families through compassionate, quality, and ethical care.

In choosing a career with Urology Austin, you are choosing to improve the lives of patients and their families through a collaborative team-driven approach in an innovative, quality-driven, community-based setting. Better Medicine. Better Care.

Job Summary

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.

Reporting to this Position: None

Qualifications

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.

Essential Job Duties

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.

Physical Demands and Work Environment:The physical and environmental conditions described here represent those commonly encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

Physical Demands: Regularly required to sit, type, talk, and hear. Occasional walking, reaching, and lifting or moving objects up to 20 pounds. Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment: Primarily a clinic office setting with moderate noise. Frequent interaction with staff and patients. Minimal exposure to communicable diseases. May experience periods of stress when dealing with time-sensitive tasks or sensitive situations.

What Success Looks Like in the First 90 DaysBy 30 Days

Launch a shared daily coverage checklist and prep tracker; ensure use across the front desk team.

Conduct rotating quality spot checks on scanning, insurance entry, and payment collection accuracy; provide feedback to Site Manager.

Lead or co-lead a workflow refresher based on site needs (insurance card scanning, appointment prep, encounter form routine, etc.)

Participate in onboarding support or peer training of at least one new team member.

Shadow and document key front desk workflows to build baseline understanding for future SOP improvements.By 60 Days

Maintain a PTO calendar and cross-coverage matrix for front desk staff; ensure updates are shared weekly.

Conduct a second round of quality spot checks and identify recurring trends in documentation or prep gaps; review findings with Site Manager.

Facilitate one short front desk process huddle or check-in to gather staff input on pain points and tool improvements.

Begin drafting an internal FAQ or cheat sheet for common patient-facing questions or front desk workflows.

Ensure new hires onboarded in the first 30 days are independently completing key front desk tasks; provide peer coaching as needed.By 90 Days

Be established as the go-to resource for front desk support, workflow clarification, and peer accountability.

Finalize and distribute at least one updated reference guide or checklist for common front desk functions.

Coordinate backup coverage for at least one full day of absences using updated shared tools.

Submit a brief summary to leadership of one improvement recommendation related to workflow, training, or tools.

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Full-time