The Patient Service Excellence Academy

Your commitment makes the difference at Penn Medicine.

Providing Compassionate Patient Care

The Patient Service Excellence Academy is a 5-week program that is dedicated to developing the most understanding and compassionate individuals to work as patient service representatives at Penn Medicine.

When a patient arrives for an appointment, he or she is often going through a difficult experience. Patients arrive feeling an array of emotions, from disheartened to confused, and the job of the patient service representative is to be their guide through the patient registration and care process, offering them the individual care and hope they need. Our highly selective Patient Service Excellence Academy is looking for individuals with the right combination of compassion, customer service, and skill and who are willing to commit to a program that will prepare them with the additional knowledge they will need to be successful as a patient service representative at Penn Medicine. If you are that individual who is compassionate, who is eager to learn, and who has a passion for helping others, then ask yourself, why not you?

Learning By Doing

The Patient Service Excellence Academy is committed to developing high-quality patient service representatives. Trainees will be educated through a variety of methods including in-class lectures, computer programs, and video clips. These lessons will cover a variety of skills you will need to develop as a patient service representative including:

  • EPIC APM training
  • Medical terminology
  • Telephone protocols
  • Point of service processes
  • Professional standards of conduct
  • Extensive training in patient service excellence

The majority of your time as an Excellence Academy Trainee will be spent observing full-time patient service representatives on the job. While apprenticing, you will be able to learn from their best practices, unique skills, as well as from their patient interactions. Being in the health care service environment will provide you with baseline knowledge of the Penn Medicine health system that will be valuable to you after you graduate from the program.

Why Choose Penn Medicine's Patient Service Excellence Academy?

This program is an excellent opportunity for you to get your foot in the door with one of the most prestigious health care organizations in the country. We believe that any hard working, multi-tasking, empathetic individual who is willing to commit their talents to this program will earn themselves one of the most satisfying training experiences of their career. We will give you every tool you need to flourish during your training as well as provide you with opportunities to make an impact on patients' lives, everyday. You will have the opportunity to make a difference in an institution that is changing lives every day, and start a career at Penn Medicine that can grow and flourish in a variety of ways.


  • High school diploma or GED, 2 or 4 year college degree preferred
  • 3-4 years of experience in a role providing exemplary customer service, preferably in a health care environment
  • The willingness to work at any Penn Medicine location

Our application process for the January, 2015 class has closed. We are now in the process of reviewing all applications received and will connect with individuals we feel are best qualified to schedule in person interviews soon. Thank you for your support and please visit this page to see when we plan to launch our next PSR Excellence Academy.