Patient Services Career Path Resource Center

Patient Services Representative II

The Patient Services Representative II role builds on the skills of the PSR I and continues your career in hands-on patient care. As a PSR II, you have the opportunity to move into roles where you are a site lead or a float. Site leads help onboard new PSRs, answer questions, and assist with difficult draws. Floats can work at any location within a given geography which gives you the opportunity to work with a variety of coworkers in Patient Service Centers of all sizes.

Patient Services Representative II

This flexible role can be located in a doctor's office, a patient service center, in a house call environment, long-term care, or other location as business needs arise. This role has direct daily patient contact. The PSR II is capable of handling multiple priorities in a high volume setting.
Patient Services II job description (will open in a new window).

Patient Services Representative II Site Lead

In addition to the PSR II roles, the site lead could lead one or more PSRs on site. This requires the ability to act as a coach, mentor, instructor, and resource advisor for new employees. A site lead is also the point of contact to staff on site and provides regular input to the group lead or supervisor. Site leads are capable of handling multiple priorities in a high volume setting.
Patient Services II Site Lead job description (will open in a new window).

Patient Services Representative II Float

As a PSR II Float, you may work with customers who have a high complexity and/or volume practice with a specialized focus that requires outstanding phlebotomy skills. In addition, these practices require a higher level of customer facing skills including: verbal and written communications, problem solving, and collaboration. Floats are capable of handling multiple priorities in a high volume setting.
Patient Services II Float job description (will open in a new window).

Patient Services Representative II Career Path Trackers

The career path tracker spreadsheet allows you to plan your courses and prepare for a conversation with your manager about your career path plans.
Clicking on the link below using Chrome will automatically download the career path tracker to your Download folder. Clicking on the link using Internet Explorer will bring up options to open or save the career path tracker.
Patient Services Representative II career path tracker.
Patient Services Representative II Site Lead career path tracker.
Patient Services Representative II Float career path tracker.

Meet coworkers who have stepped through the PSR career path
Click here to read to read their personal career path stories.

Competencies and Skill Building Resources

Competencies required for a successful Patient Services Representative II are listed below. On the Competencies page, you will find courses available on EMPower to help you perform better in your current role and begin to lay the foundation for career path progression by building the skills you will use on a daily basis when serving patients and supporting your coworkers. Be sure to connect with your manager as you begin developing your personal career path goals so they can provide support and guidance.

Technical LearningRequired technical elearning will be appear in your Learning Plan or be assigned to you by your supervisor/trainer.

Time ManagementUses 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.

CompassionGenuinely 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.

ComposureIs 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.

Customer FocusIs 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.

ListeningPractices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

InformingProvides 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.

Managing and Measuring WorkClearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.

Decision QualityMakes 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.