Patient Services Career Path Resource Center

Patient Services Representative III

As a Patient Services Representative III, you build on the skills of the PSR I and PSR II and are actively involved in patient care throughout the day as either a Site Lead or a Float. Site Leads help with difficult draws or challenging patients, assist in onboarding new PSRs and answering questions, and other tasks that arise during the day. Floats work at any location within a given geography which gives you the opportunity to work with a variety of coworkers in Patient Services Centers of all sizes.

Patient Services Representative III Site Lead

The PSR III site lead role is flexible, and can be located in one of our Patient Service Centers, a doctor's office, a house call environment, a long term care facility, or other locations as business needs require. This role will direct daily activity of a PSC or IOP and could also lead one or more PSRs on site. The PSR III site lead will be required to act as a coach, mentor, instructor and resource advisor for new employees, as well as be the point of contact to staff on site and provide regular input to the group lead or supervisor. Site leads are capable of handling multiple priorities in a high volume setting.
Patient Services III Site Lead job description (will open in a new window).

Patient Services Representative III Float

PSR III floats focus on working with customers who have a high complexity and/or volume practice with a specialized focus requiring outstanding phlebotomy skills. In addition, these practices require a higher level of customer facing skills including: verbal and written communications, problem solving, and collaboration with multiple functions, such as: Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics due to their specialty and or complex test orders. Floats are capable of handling multiple priorities in a high volume setting. They will work with the supervisor and group lead to assist the transition process setting up new offices for both PSCs and IOPs. Floats assist the supervisor with implementing SOPs and distributing technical information and communications to the work group.
Patient Services III Float job description (will open in a new window).

Patient Services Representative III 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 III Float career path tracker.
Patient Services Representative III Site Lead 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

As a site lead or float, you serve patients, assist other PSRs with patients, provide oversight, and communicate information within a Patient Service Center. Floats move between locations often encountering a different set of challenges each day that require strong interpersonal skills, problem solving skills, and the ability collaborate with clients and other functions.

In both the site lead and float roles, you must be sensitive to the emotions of others and have the ability to manage your own emotions so they do not prevent or sidetrack you from having important conversations. These conversations may include feedback or requests from clients in an IOP or providing feedback to a coworker in a PSC.

Competencies required for a successful Patient Services Representative III 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.

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.

Learning on the FlyLearns 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.

Dealing with AmbiguityCan 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.