Patient Services Assistant Onboarding Checklist

In this article, we’ll look at the best practices for onboarding your new Patient Services Assistant. We’ll look at the employee onboarding process/steps you can add to your own reusable Patient Services Assistant checklist.

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Patient Services Assistant Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Patient Services Assistant starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Healthcare onboarding experience or just need an onboarding checklist for your new Patient Services Assistant, you’re in the right place. We’ve put together a sample Patient Services Assistant onboarding checklist below and have created onboarding templates & resources to help.

Patient Services Assistant Onboarding Checklist

1. Orientation: The new Patient Services Assistant (PSA) attends a comprehensive orientation program to familiarize themselves with the company’s mission, values, policies, and procedures. This task is typically performed by the Human Resources department or a designated orientation coordinator.

2. Introduction to the Team: The PSA is introduced to their immediate team members, including supervisors, colleagues, and other relevant staff. This allows them to establish relationships, understand team dynamics, and foster a sense of belonging. The team leader or supervisor typically performs this task.

3. Job Shadowing: The PSA is paired with an experienced colleague who guides them through their daily tasks, demonstrating best practices, and providing hands-on training. This task is performed by a designated mentor or a senior PSA.

4. Training on Electronic Medical Records (EMR) Systems: As a crucial aspect of the job, the PSA receives training on the specific EMR system used by the company. This includes learning how to navigate the system, input patient data, schedule appointments, and retrieve information. The training is typically conducted by the IT department or a designated EMR trainer.

5. Understanding HIPAA Compliance: The PSA undergoes training on the Health Insurance Portability and Accountability Act (HIPAA) regulations to ensure patient privacy and confidentiality. This training is usually conducted by the Compliance or Privacy Officer.

6. Learning Appointment Scheduling: The PSA is trained on how to efficiently schedule patient appointments, considering factors such as availability, urgency, and appropriate resources. This training is typically provided by the scheduling coordinator or a designated supervisor.

7. Familiarization with Medical Terminology: The PSA receives training on medical terminology to enhance their understanding of patient conditions, diagnoses, and treatments. This training may be conducted by a healthcare professional or a designated trainer.

8. Understanding Insurance Verification: The PSA learns how to verify patient insurance coverage, including eligibility, benefits, and pre-authorization requirements. This task is typically performed by the billing or insurance department, with training provided by a designated staff member.

9. Learning Patient Registration: The PSA is trained on the process of registering new patients, including collecting demographic information, insurance details, and medical history. This training is usually conducted by the registration coordinator or a designated supervisor.

10. Understanding Customer Service and Communication: The PSA receives training on effective customer service techniques, including active listening, empathy, and clear communication. This training may be conducted by the customer service department or a designated trainer.

11. Learning Emergency Response Procedures: The PSA is trained on emergency response protocols, including fire safety, evacuation procedures, and basic first aid. This training is typically conducted by the facility’s safety officer or a designated trainer.

12. Understanding Infection Control Measures: The PSA receives training on infection control practices, including hand hygiene, personal protective equipment usage, and proper disposal of biohazardous materials. This training is usually conducted by the infection control department or a designated trainer.

13. Learning about Patient Rights and Advocacy: The PSA is educated on patient rights, including confidentiality, informed consent, and the importance of patient advocacy. This training may be conducted by the patient advocacy department or a designated trainer.

14. Familiarization with Facility Layout: The PSA is given a tour of the facility to become familiar with different departments, patient care areas, and support services. This task is typically performed by a designated staff member, such as a facility manager or a supervisor.

15. Introduction to Quality Improvement Initiatives: The PSA learns about the company’s quality improvement initiatives, including performance metrics, patient satisfaction surveys, and continuous improvement processes. This training may be conducted by the quality improvement department or a designated trainer.

16. Understanding Safety Protocols: The PSA receives training on safety protocols specific to their role, such as proper lifting techniques, infection prevention, and hazardous material handling. This training is typically conducted by the safety officer or a designated trainer.

17. Learning about Cultural Sensitivity and Diversity: The PSA undergoes training on cultural sensitivity and diversity to ensure respectful and inclusive interactions with patients from diverse backgrounds. This training may be conducted by the diversity and inclusion department or a designated trainer.

18. Introduction to Ethical Guidelines: The PSA is educated on ethical guidelines relevant to their role, such as maintaining professional boundaries, avoiding conflicts of interest, and ensuring patient confidentiality. This training may be conducted by the ethics committee or a designated trainer.

19. Understanding Emergency Codes and Procedures: The PSA is trained on emergency codes and procedures specific to the healthcare facility, such as code blue (cardiac arrest) or code red (fire). This training is typically conducted by the emergency management team or a designated trainer.

20. Learning about Continuing Education Opportunities: The PSA is informed about available continuing education opportunities, such as workshops, conferences, and online courses, to enhance their professional development. This information is typically provided by the training and development department or a designated staff member

Setting Up Your Employee Onboarding Process

From reading through the items in the example Patient Services Assistant checklist above, you’ll now have an idea of how you can apply best practices to getting your new Patient Services Assistant up to speed and working well in your Healthcare team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.

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