Patient Services Career Path Resource Center
Being skilled in the following competencies enables you to meet the needs of our customers (patients, clients, and coworkers). For some competencies, you will find EMPower courses to help you perform better in your current role and build skills in anticipation of you career path plans. Be sure to connect with your manager as you begin developing your personal career path goals so they can provide support and guidance.
| Competencies | PSR II Learning time: 2.25 hours |
PSR III Learning time: 4.5 hours |
PSR IV Learning time: 8 hours |
|---|---|---|---|
| Technical Learning Required technical elearning will appear in your My Assigned Learning or be assigned to you by your supervisor/trainer. |
Required technical elearning will appear in your Assigned Learning or be assigned to you by your supervisor/trainer. | Required technical elearning will appear in your Assigned Learning or be assigned to you by your supervisor/trainer. | Required technical elearning will appear in your Assigned Learning or be assigned to you by your supervisor/trainer. |
| Time Management Uses time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. |
Personal Time Management, 12 minutes |
Considering How You Spend Your Time, 30 minutes |
Focusing on Your Priorities, 30 minutes |
| Compassion Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others. |
Verbal Communications, 7 minutes Creating Great Customer Conversations, 5 minutes |
Improving Communication By Adapting to Others, 30 minutes |
Becoming a Manager/Coach, 30 minutes The Emotional Skills of The Manager, 30 minutes |
| Composure Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis. |
Office Etiquette, 9 minutes Keep Your Cool: Truths, 6 minutes Keep Your Cool: Signs, 5 minutes Keep Your Cool: Control, 6 minutes Keep Your Cool: Attitude, 5 minutes Keep Your Cool: Venting, 3 minutes |
Understand How You Deal With Stress, 30 minutes Handling Stress, 30 minutes |
Unavoidable Truths, 5 minutes Maintaining Self-Control, 5 minutes Conflict Process, 5 minutes Special Situations, 6 minutes |
| Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and service; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. |
How to be a Great Conversationalist, 7 minutes Defining Nonverbal Communication, 4 minutes Aligning Nonverbal Communication with Intentions, 5 minutes Leveraging Nonverbals for Success, 5 minutes Workplace Standards, 7 minutes Workplace Standards: Appearance, 4 minutes |
Customer Focus: The Stakes, 30 minutes |
Customer Complaints and Customer Relationships That Last, 30 minutes |
| Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. |
Active Listening, 6 minutes Remembering Names and Faces, 9 minutes |
Knowing Yourself Better to Communicate Better, 30 minutes | Customer Relationship: Practising Active Listening, 30 minutes |
| Informing Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information. |
How to Leave Phone Voicemails that Get Returned, 9 minutes Proper Introductions, 6 minutes How to Be Liked, 9 minutes |
Assertive Communication Techniques, 11 minutes Developing Assertiveness, 11 minutes How to be Respected, 11 minutes Working with Dislike, 11 minutes |
Developing Internal Cooperation to Enhance Customer Loyalty, 30 minutes Persuasive Communication: Introduction, 3 minutes Persuasive Communication: Techniques, 6 minutes During Meetings, 5 minutes In the Hallway, 3 minutes |
| Managing and Measuring Work Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work. |
No course available for this competency and role | No course available for this competency and role | Balancing the Dual Roles of People Manager And Technical Expert, 30 minutes |
| Decision Quality Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. |
No course available for this competency and role | Effective Decision Making, 30 minutes |
Problem-Solving: Tools And Methods, 30 minutes |
| Learning on the Fly Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. |
Competency skill development not required for this role | How to Know What You Don't Know, 9 minutes Identifying Blind Spots, 5 minutes |
No course available for this competency and role |
| Dealing with Ambiguity Can effectively cope with change; can shift gears comfortably; can decide and act without having total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty. |
Competency skill development not required for this role | No course available for this competency and role | No course available for this competency and role |
| Business Acumen Knows how business works; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. |
Competency skill development not required for this role | Competency skill development not required for this role | No course available for this competency and role |
| Directing Others Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator. |
Competency skill development not required for this role | Competency skill development not required for this role | No course available for this competency and role |
| Self-Development Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. |
Competency skill development not required for this role | Competency skill development not required for this role | 3 Essential Levers for Building Winning Co-Operation, 30 minutes |