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: 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
Tasks | Technology Skills | Tools Used | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings | Additional Information
- 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.
- Analytical or scientific software — Patient satisfaction assessment software
- Calendar and scheduling software — Scheduling software
- Customer relationship management CRM software — CareOne CareEnsure; Customer Expressions i-Sight; Microsoft Dynamics ; rL Solutions Feedback MonitorPro (see all 8 examples)
- Data base user interface and query software — Data entry software ; Database software; Microsoft Access
- Electronic mail software — IBM Notes ; Microsoft Exchange Server ; Microsoft Outlook
- Internet browser software — Web browser software
- Medical software — Admissions, discharge, and transfer ADT software; Epic Systems ; Medical condition coding software ; MEDITECH software (see all 9 examples)
- Office suite software — Corel WordPerfect Office Suite; Microsoft Office
- Operating system software — Microsoft Windows
- Presentation software — Microsoft PowerPoint
- Spreadsheet software — Microsoft Excel
- Word processing software — Google Docs ; Microsoft Word
Hot Technology — a technology requirement frequently included in employer job postings.
- 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.
- Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and 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.
- 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.
- 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 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).
- 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.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- 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.
- Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Communicating with Persons Outside 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 Things, 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.
Detailed Work Activities
- Coordinate operational activities.
- Interview employees, customers, or others to collect information.
- Refer customers to appropriate personnel.
- Maintain current knowledge related to work activities.
- Explain regulations, policies, or procedures.
- Train personnel.
- Analyze financial information.
- Provide information to coworkers.
- Prepare research or technical reports.
- Distribute materials to employees or customers.
- Prepare informational or reference materials.
- Instruct patients in the use of assistive equipment.
- Teach basic living or other adaptive skills to patients or caregivers.
- 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.”
|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, travel guides, electricians, agricultural technicians, barbers, court reporters, and medical assistants.|
|SVP Range||(6.0 to < 7.0)|
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.
- 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.
- 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.
Wages & Employment Trends
Median wage data for Customer Service Representatives.
Employment data for Customer Service Representatives.
Industry data for Customer Service Representatives.
|Median wages (2019)||$16.69 hourly, $34,710 annual|
|Employment (2018)||2,972,600 employees|
|Projected growth (2018-2028)||Decline (-2% or lower)|
|Projected job openings (2018-2028)||387,600|
|Top industries (2018)|
Source: Bureau of Labor Statistics 2019 wage data and 2018-2028 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2018-2028). "Projected job openings" represent openings due to growth and replacement.
Job Openings on the Web
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.