Patient Representatives
29-2099.08

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

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

Occupation-Specific 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.
  • Refer patients to appropriate health care services or resources.
  • Maintain knowledge of community services and resources available to patients.
  • Explain policies, procedures, or services to patients using medical or administrative knowledge.
  • Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
  • Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
  • Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.
  • Provide consultation or training to volunteers or staff on topics, such as guest relations, patients' rights, or medical issues.
  • Analyze patients' abilities to pay to determine charges on a sliding scale.
  • Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.
  • Collect and report data on topics, such as patient encounters or inter-institutional problems, making recommendations for change when appropriate.
  • Teach patients to use home health care equipment.

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Technology Skills

Hot technology Hot Technologies are requirements frequently included in employer job postings.

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Occupational Requirements

Work Activities

  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
  • Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
  • Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
  • Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
  • Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
  • Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
  • Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
  • Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
  • 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.
  • Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
  • Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
  • Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
  • Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
  • Judging the Qualities of Objects, Services, or People — Assessing the value, importance, or quality of things or people.
  • Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
  • Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.
  • Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.

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Detailed Work Activities

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Work Context

  • Contact With Others — 100% responded “Constant contact with others.”
  • Electronic Mail — 100% responded “Every day.”
  • Telephone — 100% responded “Every day.”
  • Deal With External Customers — 96% responded “Extremely important.”
  • Face-to-Face Discussions — 83% responded “Every day.”
  • Work With Work Group or Team — 77% responded “Extremely important.”
  • Importance of Being Exact or Accurate — 60% responded “Extremely important.”
  • Importance of Repeating Same Tasks — 73% responded “Extremely important.”
  • Freedom to Make Decisions — 72% responded “A lot of freedom.”
  • Indoors, Environmentally Controlled — 83% responded “Every day.”
  • Spend Time Sitting — 50% responded “Continually or almost continually.”
  • Physical Proximity — 48% responded “Very close (near touching).”
  • Deal With Unpleasant or Angry People — 32% responded “Every day.”
  • Coordinate or Lead Others — 32% responded “Important.”
  • Exposed to Disease or Infections — 19% responded “Never.”
  • Frequency of Conflict Situations — 32% responded “Every day.”
  • Letters and Memos — 32% responded “Once a week or more but not every day.”
  • Impact of Decisions on Co-workers or Company Results — 15% responded “Very important results.”
  • Structured versus Unstructured Work — 37% responded “Limited freedom.”
  • Frequency of Decision Making — 31% responded “Once a year or more but not every month.”
  • Spend Time Making Repetitive Motions — 46% responded “Continually or almost continually.”
  • Responsibility for Outcomes and Results — 20% responded “Limited responsibility.”
  • Sounds, Noise Levels Are Distracting or Uncomfortable — 32% responded “Every day.”
  • Time Pressure — 23% responded “Every day.”
  • Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 43% responded “Never.”

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Experience Requirements

Job Zone

Title
Job Zone Three: Medium Preparation Needed
Education
Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
Related Experience
Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples
These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include hydroelectric production managers, desktop publishers, electricians, agricultural technicians, barbers, court reporters and simultaneous captioners, and medical assistants.
SVP Range
1-2 years of preparation (6.0 to < 7.0)

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Training & Credentials

State training
Local training
Certifications
Apprenticeships
Have a career path or location in mind? Visit Apprenticeship.gov external site to find apprenticeship opportunities near you.

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Worker Requirements

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.
  • Coordination — Adjusting actions in relation to others' actions.
  • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
  • 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.
  • Persuasion — Persuading others to change their minds or behavior.
  • 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.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Negotiation — Bringing others together and trying to reconcile differences.

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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.
  • 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.
  • Sociology and Anthropology — Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.
  • Administrative — Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
  • 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.
  • 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.
  • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • 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.
  • 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.

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Education

How much education does a new hire need to perform a job in this occupation? Respondents said:

  • 27%
     
    responded: High school diploma or equivalent requiredmore info
  • 23%
     
    responded: Master’s degree requiredmore info
  • 15%
     
    responded: Bachelor’s degree required

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Worker Characteristics

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.
  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
  • Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Near Vision — The ability to see details at close range (within a few feet of the observer).
  • 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.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing.
  • Written Expression — The ability to communicate information and ideas in writing so others will understand.
  • 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 that there is a problem.
  • Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
  • Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).

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Interests

Interest code: SE
Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.
  • 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 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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Work Styles

  • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Integrity — Job requires being honest and ethical.
  • Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  • Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Initiative — Job requires a willingness to take on responsibilities and challenges.
  • Persistence — Job requires persistence in the face of obstacles.
  • Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
  • 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.
  • Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
  • Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

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Workforce Characteristics

Wages & Employment Trends

Median wage data for Health Technologists and Technicians, All Other.
Employment data for Medical Dosimetrists, Medical Records Specialists, and Health Technologists and Technicians, All Other.
Industry data for Medical Dosimetrists, Medical Records Specialists, and Health Technologists and Technicians, All Other.
Median wages (2021)
$21.98 hourly, $45,720 annual
State wages
Local wages
Employment (2020)
335,000 employees
Projected growth (2020-2030)
Average (5% to 10%)
Projected job openings (2020-2030)
27,400
State trends
Top industries (2020)

Source: Bureau of Labor Statistics 2021 wage data external site and 2020-2030 employment projections external site. “Projected growth” represents the estimated change in total employment over the projections period (2020-2030). “Projected job openings” represent openings due to growth and replacement.

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Job Openings on the Web

State job openings
Local job openings

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More Information

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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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