Introducing the Patient Services Representative (PSR) Program: PSR Shorts #13

An Interview with David Womack, Jan Hailey, and Audrey Coaxum

Building a Strong Foundation for Success in Healthcare

In today’s complex healthcare landscape, having a solid foundation is key. That’s why we’re excited to introduce our new Patient Services Representative (PSR) certificate course—a program designed to equip newcomers with the essential knowledge and skills they need to hit the ground running in any healthcare setting.

A Program Built for Growth

Originally developed for a health system in South Texas and later reengineered for the community college system in Maine, the PSR curriculum is thoughtfully divided into two levels:

• PSR1: Tailored for those who are new to healthcare, this introductory course covers the basics—from understanding healthcare operations and policies to learning the fundamentals of patient experience.
• PSR2: Once the basics are mastered, PSR2 takes participants to the next level with a deeper dive into topics such as compliance, medical terminology, coding, and even personal development. As Jan Hailey perfectly put it, it’s all about “stepping in and then stepping up.”

What Is a Patient Services Representative?

At its core, a Patient Services Representative is much more than a receptionist. This role is the heartbeat of a practice, interfacing with multiple aspects of business operations:

• Patient Intake & Registration: Handling initial patient contact, ensuring smooth appointments, and managing the flow from intake to evaluation.
• Customer Service: Acting as a patient advocate, the PSR provides clarity and support—from addressing questions about referrals and collections to managing complex insurance workflows.
• Team Collaboration: Working closely with peers to maintain seamless operations, ensuring that every part of the patient journey is handled with care and expertise.

Audrey Coaxum sums it up nicely: a PSR is the go-to person who not only understands the fundamentals of healthcare operations but also helps bridge the gap between different facets of the practice.

Why the PSR Program Matters

With staffing challenges on the rise and practices needing to be more efficient than ever, the PSR program offers several significant benefits:

• Confidence from Day One: Employees enter the workplace with the critical knowledge needed to make an immediate impact, reducing the steep learning curve and allowing for faster integration into the team.
• Cross-Training Opportunities: By covering multiple aspects of healthcare—from front desk operations to billing and coding—the program creates versatile team members who can adapt and grow within the organization.
• Faster Onboarding & Increased Productivity: With foundational skills already in place, new hires can dive into more complex systems like the Electronic Health Record (EHR) right away, accelerating training and enhancing overall productivity.

Jan highlights how this approach means that instead of spending precious time re-teaching the basics, practices can focus on refining and expanding their staff’s skills.

A Unique Approach to Healthcare Education

Healthcare is one of the most specialized and challenging industries out there, with layers of complexity like third-party reimbursements, coding intricacies, and the ever-present need for excellent patient care. The PSR program cuts through these silos by giving participants a comprehensive overview of all the moving parts of a healthcare practice. This broad understanding is invaluable—it not only prepares individuals for immediate challenges but also sets the stage for future career growth.

As David Womack noted, having a well-rounded education in healthcare operations makes a world of difference. Think of it like getting a glimpse of “discount tire” customer service on day one—you learn what to expect and can start contributing immediately, with confidence and clarity.

Looking Ahead

The PSR program isn’t just about teaching skills; it’s about building a culture of excellence from the very start. By empowering new employees with the right tools and knowledge, practices can ensure that every team member is on the road to success from day one. This program is designed to be a stepping stone—a pathway that not only opens doors to immediate employment but also lays the groundwork for long-term career growth in healthcare.