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Lead Patient Services Representative

Sound - Our People Make The DifferenceDallas, TX, US

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Lead Patient Services Representative

Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape with patients at the center of the universe.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more :

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

Southwest Pulmonary Associates, with locations in Dallas and Plano, Texas, has been a trusted part of the community for over 30 years. Our experienced team is dedicated to providing continuity of care in both inpatient and outpatient settings, ensuring that patients receive expert support every step of the way.

About the Role :

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.

The Details : Full-time M-F, 100% in office in Dallas, TX 75231

In this role you will be responsible for :

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

What we are looking for :

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 Thinker : Demonstrates the ability to look at the big picture and proactively develop a plan of action

Self-Motivated : 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

Pay Range : $22-$25. Exact pay will be determined based on candidate experience and geographical location.

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

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Patient Service Representative • Dallas, TX, US