Patient Representatives :: Job Description

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Patient Representatives

Careers / Patient Representatives

Summary Description


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

Sample Job Titles

1.	Admissions Coordinator

2.	Case Manager

3.	Medicaid Service Coordinator (MSC)

4.	Patient Access Representative

5.	Patient Access Specialist

6.	Patient Advocate

7.	Patient Care Coordinator

8.	Patient Coordinator

9.	Patient Financial Representative

10.	Patient Ombudsperson

11.	Patient Partner

12.	Patient Relations Coordinator

13.	Patient Relations Manager

14.	Patient Relations Representative (PRR)

15.	Patient Representative

16.	Patient Resource Coordinator

17.	Patient Resources and Reimbursement Agent

18.	Patient Service Representative

19.	Patient Service Specialist

20.	Patient Services Assistant

21.	Patient Services Representative

22.	Service Coordinator

23.	Social Services Director

24.	Social Worker

25.	Volunteer Patient Representative

Job Tasks

	Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies. Coordinate operational activities.

	Interview patients or their representatives to identify problems relating to care. Interview employees, customers, or others to collect information.

	Maintain knowledge of community services and resources available to patients. Maintain current knowledge related to work activities.

	Refer patients to appropriate health care services or resources. Refer customers to appropriate personnel.

	Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution. Refer customers to appropriate personnel.

	Explain policies, procedures, or services to patients using medical or administrative knowledge. Explain regulations, policies, or procedures.

	Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, and medical issues. Train personnel.

	Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate. Prepare research or technical reports.

	Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field. Maintain current knowledge related to work activities.

	Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. Provide information to coworkers.

	Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff. Prepare informational or reference materials. Distribute materials to employees or customers.

	Analyze patients' abilities to pay to determine charges on a sliding scale. Analyze financial information.

	Teach patients to use home health care equipment.

Work Activities

Importance	Work Activity

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.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.

Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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.

Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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.

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.

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.

Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.

Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

Staffing Organizational Units — Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.

Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Repairing and Maintaining Electronic Equipment — Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.

Nature of the Work


	(Abstract from Career Articles)

	Customer Service Representatives
	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization's products and services.

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Working Conditions


	(Abstract from Career Articles)

	Customer Service Representatives
	Although customer service representatives are employed in nearly every industry, many work in telephone call centers, credit and insurance agencies, banks, and retail stores. About 1 in 5 worked part time in 2014.

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