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Summary Report for:
43-4051.03 - Patient Representatives

Assist patients in obtaining services, understanding policies and making health care decisions.

Sample of reported job titles: Case Manager, Patient Representative, Medicaid Service Coordinator (MSC), Patient Advocate, Admissions Coordinator, Patient Access Specialist, Service Coordinator

View report: Summary  Details  Custom

Tasks  |  Tools & Technology  |  Knowledge  |  Skills  |  Abilities  |  Work Activities  |  Work Context  |  Job Zone  |  Education  |  Credentials  |  Interests  |  Work Styles  |  Work Values  |  Related Occupations  |  Wages & Employment  |  Job Openings  |  Additional Information

Tasks

  • Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
  • Interview patients or their representatives to identify problems relating to care.
  • Maintain knowledge of community services and resources available to patients.
  • Refer patients to appropriate health care services or resources.
  • Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
  • Explain policies, procedures, or services to patients using medical or administrative knowledge.
  • Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, and medical issues.
  • Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate.
  • Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
  • Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.

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Tools & Technology

Tools used in this occupation:

Laser printers — Computer laser printers
Notebook computers — Laptop computers
Photocopiers — Photocopying equipment
Scanners — Computer data input scanners
Special purpose telephones — Multi-line telephone systems

Technology used in this occupation:

Customer relationship management CRM software — CareOne CareEnsure; Customer Expressions Corp i-Sight Service & Complaints Software; Prognosis Solutions ResolvPRM; rL Solutions Feedback MonitorPro
Electronic mail software — Microsoft Outlook
Medical software — Customer Expressions Corp i-Sight Corrective Action Software; Epic EpicCare Inpatient Clinical System; Peminic Patient Safety & Quality Suite; PracticeWorks Systems Kodak WINOMS CS
Spreadsheet software — Microsoft Excel
Word processing software — Corel WordPerfect software; Microsoft Word

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Knowledge

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Therapy and Counseling — Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Education and Training — Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Sociology and Anthropology — Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

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Skills

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Service Orientation — Actively looking for ways to help people.
Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
Speaking — Talking to others to convey information effectively.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Coordination — Adjusting actions in relation to others' actions.
Persuasion — Persuading others to change their minds or behavior.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Time Management — Managing one's own time and the time of others.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

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Abilities

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Speech Clarity — The ability to speak clearly so others can understand you.
Speech Recognition — The ability to identify and understand the speech of another person.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Near Vision — The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Expression — The ability to communicate information and ideas in writing so others will understand.

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Work Activities

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

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Work Context

Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?
Indoors, Environmentally Controlled — How often does this job require working indoors in environmentally controlled conditions?
Telephone — How often do you have telephone conversations in this job?
Work With Work Group or Team — How important is it to work with others in a group or team in this job?
Deal With External Customers — How important is it to work with external customers or the public in this job?
Coordinate or Lead Others — How important is it to coordinate or lead others in accomplishing work activities in this job?
Structured versus Unstructured Work — To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
Freedom to Make Decisions — How much decision making freedom, without supervision, does the job offer?
Importance of Being Exact or Accurate — How important is being very exact or highly accurate in performing this job?

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Job Zone

Title Job Zone Four: Considerable Preparation Needed
Education Most of these occupations require a four-year bachelor's degree, but some do not.
Related Experience A considerable amount of work-related skill, knowledge, or experience is needed for these occupations. For example, an accountant must complete four years of college and work for several years in accounting to be considered qualified.
Job Training Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.
Job Zone Examples Many of these occupations involve coordinating, supervising, managing, or training others. Examples include accountants, sales managers, database administrators, teachers, chemists, environmental engineers, criminal investigators, and special agents.
SVP Range (7.0 to < 8.0)

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Education


Percentage of Respondents
Education Level Required
62   Bachelor's degree
  Associate's degree
  Post-baccalaureate certificate Help

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Credentials

Find Training

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Interests

Interest code: SE

Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

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Work Styles

Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Integrity — Job requires being honest and ethical.
Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Initiative — Job requires a willingness to take on responsibilities and challenges.
Persistence — Job requires persistence in the face of obstacles.

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Work Values

Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Achievement — Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

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Related Occupations

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29-1125.00 Recreational Therapists
29-1141.02 Advanced Practice Psychiatric Nurses Bright Outlook

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Wages & Employment Trends

Median wages data collected from Customer Service Representatives.
Employment data collected from Customer Service Representatives.
Industry data collected from Customer Service Representatives.

Median wages (2013) $14.84 hourly, $30,870 annual
State wages Local Salary Info
 
Employment (2012) 2,363,000 employees
Projected growth (2012-2022) Average (8% to 14%) Average (8% to 14%)
Projected job openings (2012-2022) 941,600
State trends Employment Trends
 
Top industries (2012)

Source: Bureau of Labor Statistics 2013 wage data external site and 2012-2022 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.

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Job Openings on the Web

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Sources of Additional Information

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

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