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, a PSR sets the overall tone for the patient/practice relationship. This directly impacts the bottom line through patient experience and quality measures scores. These people schedule, greet, check-in, collect patient information and payments, all while performing a myriad of other 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 healthcare setting, 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. This course is designed for individuals seeking to enter the healthcare field, current medical front office staff who want to improve their skills, and anyone interested in developing their customer service abilities within a medical setting.
The PSR curriculum is divided into two tiers. Tier 1 teaches healthcare basics and front desk operations. Tier 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 1. 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.
Click the Curriculum tab for detailed breakdown of PMI’s Coursework.
Program DetailsCurriculumInstructors

The Patient Services Representative (PSR) certificate program is, by far, the most comprehensive, progressive training series designed to take someone new to medical office administration and bring them from beginner level through advanced level training.
PSR enrollment includes self-paced access to a series of instructor-led learning sessions, course workbook, and online assessment. Students can access all modules at their own pace. Ongoing instructor support is also available, for up to 6 months.
A passing grade of 70% or better is required to receive the PSR certificate of competency. If a passing grade is not achieved on the first attempt, candidates may re-test for an additional fee.

Benefits
Jumpstart Your Career in Healthcare
Start your healthcare journey with foundational skills and a recognized certificate that opens doors to entry-level and growth opportunities.
Flexible, Self-Paced Learning
Learn at your own pace with a flexible course that fits your schedule, allowing you to balance work, family, and career advancement seamlessly.
In-Depth Knowledge of Front Office Operations
Master essential front office skills, from scheduling to billing, to confidently manage tasks in any healthcare setting.
Expert Instruction
Learn from industry experts with real-world experience, gaining insights and skills to excel in patient services and healthcare administration.
Build the foundational skills needed to secure an entry-level position in healthcare
Gain confidence with structured training to represent your practice professionally and enhance patient trust and satisfaction.
Your Projected Salary*
$43,380
Average salary for a Patient Services Representative in 2023
*Source: Bureau of Labor Statistics. Job salary will vary based on years of experience, location, practice, and number of certifications.
Frequently Asked Questions
What is a Patient Services Representative?
A Patient Services Representative (PSR) is a key member of a healthcare team responsible for welcoming patients, managing check-ins and check-outs, scheduling appointments, collecting patient information, and supporting overall patient satisfaction. They are the first point of contact for patients, crucial for a positive patient experience.
Who is this course designed for?
Is any previous healthcare experience required to enroll?
Who is this course designed for?
Will I earn a certificate upon completing the course?
What are the benefits of becoming a PSR?
How do I enroll in the course?

PSR 1 - Basics Course
Click here

PSR 2 - Intermediate

Click here

PSR 1 & 2 - Combo
Click here

Download PSR Informational Guide
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