Patient Services Career Path Resource Center

Patient Services Representative IV Group Lead

As a Patient Services Representative IV, you are involved in patient care and take on the responsibilities of a Site Lead or Float in larger or more complex sites.

The PSR IV will direct daily activity of a PSC or IOP and could also lead one or more PSRs on site. The group lead will 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. Capable of handling multiple priorities in a high volume setting.
Patient Services IV Group Lead job description (will open in a new window).

Patient Services Representative IV Group Lead Career Path Tracker

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 IV Group 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

Competencies required for a successful Patient Services Representative IV Group Lead 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, supporting your coworkers, and moving into a leadership role. 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.

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.

Business AcumenKnows 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.