Catalyst Learning Blog


Articles, case studies, and success stories to guide and inspire healthcare HR, Organizational Development, and Clinical professionals.

Case Study: Professionalizing the Patient Service Representative Catalyst Learning

The duties of Patient Service Reps (PSRs) can have a powerful impact on patient experience and operational effectiveness.  This entry level position is often the first point of face-to-face contact for patients.  PSRs are not only responsible for being sensitive to the emotional needs of the patient, they also maintain electronic medical records, collect/verify insurance and referral information, and manage the "patient flow" of the waiting area. 


Aimed at culture change around PSRs, the  award-winning Penn Medicine in Philadelphia set out to professionalize this role by designing and implementing the Patient Service Excellence Academy (learn more here). 


Frances Graham, Director Workforce Development at Penn Medicine, led the design of the curriculum. With a multi-team approach, Penn Medicine uses...DOWNLOAD THE STUDY


Interested in the Accelerated Performance Series?


Contact Carolyn Hardy, Marketing and Communications Coordinator - or 502.584.7337

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