What are the responsibilities and job description for the PATIENT SERVICE OPERATIONS LEAD position at Sport Ortho Urgent Care?
Sport Ortho Urgent CarePatient Services
Operations Lead📍
Middle Tennessee– Multi-Site🕐
Full-Time📋
Reports to:Director of OperationsEntry-Level ManagementMulti-Site TravelMonday – FridayAt 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.Why This Role?🏥Real Leadership Visibility
Medical, dental & vision insurance
Life & disability insurance
Health savings account (HSA)
Paid time off (PTO)
401(k) retirement plan
Employee assistance programWhat We're Looking For
Learn More at SportOrthoUrgentCare.com
Operations Lead📍
Middle Tennessee– Multi-Site🕐
Full-Time📋
Reports to:Director of OperationsEntry-Level ManagementMulti-Site TravelMonday – FridayAt 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.Why This Role?🏥Real Leadership Visibility
Partner directly with the Director of Operations and Clinic Directors, your decisions shape patient experience across every location.
🚀Ownership from Day OneTake ownership of PSR training, SOP management, hiring support, and front desk standards, not just tasks, but systems.
💡Forward-Thinking EnvironmentBring your ideas on workflow improvements and technology to a team that's genuinely open to innovation.
📈Growth-Oriented CultureStep into a career path in healthcare operations with meaningful mentorship and a fast-growing, mission-driven organization.
What You'll Do- 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.
Medical, dental & vision insurance
Life & disability insurance
Health savings account (HSA)
Paid time off (PTO)
401(k) retirement plan
Employee assistance programWhat We're Looking For
- High school diploma required; associate degree or healthcare administration certification preferred
- 6–12 months of Sport Ortho PSR experience strongly preferred for internal applicants
- Experience with Athena, Phreesia, and Microsoft Excel preferred
- 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
Join a growing team of healthcare professionals committed to delivering exceptional patient experiences every day.
Learn More at SportOrthoUrgentCare.com