What Do Patient Representatives Do (including Their Typical Day At Work)

Job Description

Patient Representatives assist patients in obtaining services, understanding policies and making health care decisions. They also coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.

Other tasks include:

• 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, or medical issues.

We asked Patient Representatives how satisfied they are with their job. Here is what they said.

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66% of them said they were satisfied with their job and 48% said they find that their job makes the world a better place or helps to make someone else’s life better.

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Typical Day At Work

On a daily basis, Patient Representatives coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies. They maintain knowledge of community services and resources available to patients.

A typical day for a Patient Representative will also include:

• 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.
• Interview patients or their representatives to identify problems relating to care.
• Refer patients to appropriate health care services or resources.
• Analyze patients’ abilities to pay to determine charges on a sliding scale.

We asked some Patient Representatives a few questions to find out what else does their work day look like. Here is what we found.

	Do you have telephone conversations everyday in this job?	96% said yes
	How important is it to work in a team in this job?	93% said very important
	Do you have group discussions everyday in this job?	94% said yes
	Do you talk or work with customers everyday in this job?	67% said yes
	Do you have to deal with angry customers everyday in this job?	30% said yes
	Do you have to make decisions everyday in this job?	49% said yes

Other responsibilities

Besides their typical day, Patient Representatives also read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field. They may also identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.

On a weekly to monthly basis, Patient Representatives Collect and report data on topics such as patient encounters or inter-institutional problems, making recommendations for change when appropriate. They might also Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.

In addition, they Provide consultation or training to volunteers or staff on topics such as guest relations, patients’ rights, or medical issues.

Although specific duties may vary, many of them Teach patients to use home health care equipment.

To some Patient Representatives, it is also their responsibility to Interview patients or their representatives to identify problems relating to care.

Working life

More than 40 hours per week

Regular schedule like a 9 to 5

In a typical work week as a Patient Representative, you can expect to work more than 40 hours per week.

Is this right for me

People who are suitable for this job tends to like working with, communicating with, and teaching people. They like helping or providing service to others..

They also like starting up and carrying out projects. They like leading people and making many decisions. Sometimes they require risk taking and often deal with business.

You can read more about these career personality types here.

Explore other careers

http://www.bls.gov/OOH/office-and-administrative-support/customer-service-representatives.htm

http://www.icmi.com/

http://www.scic.com/