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
Occupation-Specific Information
Tasks
- Explain policies, procedures, or services to patients using medical or administrative knowledge.
- Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
- Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
- Interview patients or their representatives to identify problems relating to care.
- Refer patients to appropriate health care services or resources.
Technology Skills
- Analytical or scientific software:Patient satisfaction assessment software
- Calendar and scheduling software:Scheduling software
- Customer relationship management CRM software:CareOne CareEnsure,Complaint management software,Customer Expressions i-Sight,Manhattan Cross Cultural Group Quality Interactions,Microsoft Dynamics,Pemimic Patient Relations Suite,Prognosis Solutions ResolvPRM,rL Solutions Feedback MonitorPro
- Data base user interface and query software:Data entry software,Database software,Microsoft Access
- Electronic mail software:IBM Notes,Microsoft Exchange,Microsoft Outlook
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.
- Making Decisions and Solving Problems:Analyzing information and evaluating results to choose the best solution and solve problems.
Detailed Work Activities
- Analyze financial information.
- Coordinate operational activities.
- Distribute materials to employees or customers.
- Explain regulations, policies, or procedures.
- Instruct patients in the use of assistive equipment.
Work Context
- Telephone:100% responded"Every day"
- Electronic Mail:100% responded"Every day"
- Contact With Others:100% responded"Constant contact with others"
- Deal With External Customers:96% responded"Extremely important"
- Face-to-Face Discussions:83% responded"Every day"
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.
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.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 27%High School Diploma - or the equivalent (for example, GED)
- 23%Master's Degree
- 15%Bachelor's Degree
- 12%Post-Secondary Certificate - awarded for training completed after high school (for example, in agriculture or natural resources, computer services, personal or culinary services, engineering technologies, healthcare, construction trades, mechanic and repair technologies, or precision production)
- 12%Some College Courses
- 11%Associate's Degree (or other 2-year degree)
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).
Interests
- 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.
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.
- 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.
- 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.
Work Styles
- Concern for Others:Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Adaptability/Flexibility:Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Integrity:Job requires being honest and ethical.
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