Patient Services Representative Level 2

Patient Services Representative - Key to Success  

Customer Service is as fundamental to your practice as profit and loss.  In the healthcare setting, this function is initially performed by a Patient Services Representative (PSR).  Make no mistake about it, a PSR sets the overall tone for the patient/practice relationship and has a direct impact on the bottom line through patient experience and quality measures scores.  The PSR schedules, greets, checks-in, collects patient information and payments, all while performing a myriad of customer service and administrative duties.  

Practice Management Institute (PMI) has developed a curriculum in partnership with Washington County Community College (WCCC) and the Maine Community College System, to meet current workforce needs in the state of Maine. The fully vetted PSR curriculum is now available nationally to anyone presently working in a medical practice, or those seeking a new entry-level position.  

Why was PSR developed?  

Healthcare, like any other business, is driven by customer service, and never forget, patients vote with their feet! These employees come from two places; they’re either new to healthcare and need basic training, or existing employees and typically poorly trained. Don’t take our word for it; talk to your family, talk to your friends and associates, play mystery patient and see for yourself.  

Patients are overwhelmingly dissatisfied with these interactions for a variety of reasons. It’s not that you have bad people. They may be efficient for the system’s needs, but they’re frequently not effective for the patients’ needs. Your front office team needs improvement.   

That’s why PSR was developed.  PMI’s two-tiered program will allow you to train brand new employees and transform current team members.  

The PSR curriculum is divided into two levels.  Level I provides students with an understanding of healthcare basics and front desk operations.  Level 2  takes this basic knowledge and expands it into a comprehensive understanding of Finance, Medical Terminology, Basic Coding, Compliance, Third-Party Reimbursement and Revenue Cycle Management.    

Don’t make the mistake of thinking your existing employees don’t need Tier I. In our experience, after 40 years of training hundreds of thousands of people in this area, simply because someone knows what they are doing, doesn’t mean they know why they are doing it.  This distinction makes a world of difference in the quality of patient interactions.  

Patient Services Representative, Level 2 

This program content is divided into the following modules, and students are required to complete the recorded sessions in the following order:  

1.  Introduction to Healthcare 

2.  Insurance Basics 

3.  Medicare Part A – Reimbursement Guidelines  

4.  Medical Office Accounting and Finance  

5.  Medical Terminology  

6.  PMI Basics- Introduction to Coding  

7.  Medical Office Compliance  

8.  Patient Experience  

9.  Personal Development  

10.  Assessment 

CEUs

31.4

Length

31.4 hrs / 3 hr Assessment

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