Job description

Patient representatives help patients acquire healthcare services, understand policies and procedures, and make decisions about their health. They are responsible for coordinating the communication between patients and family members with medical and administrative staff or regulatory agencies. A patient representative often interviews patients to understand their needs and concerns, and they will also listen to and deal with any customer complaints.

Duties

    • Help and direct patients to acquire healthcare services
    • Assist patients in understanding policies and procedures
    • Advise patients about making decisions for their health
    • Coordinate communication between patients and family members with medical and administrative staff
    • Interview patients to understand needs and concerns
    • Listen to and deal with customer complaints
    • Process billings and payments
    • Advise on insurance
    • Document and record details of patient communication

Skills, qualities and knowledge

Customer service
Interpersonal
Communication
Organisational
Listening
Patience
Computer software
Problem-solving

Working hours and environment

Average working hours

40hweek

Typical schedule

Shift Work

Nights, weekends and holidays

Patient representatives typically work indoors, in an office-based environment. They may work in a large room with other representatives and should, therefore, be accustomed to noisy surroundings.

These professionals spend a lot of time communicating with patients and services via telephone or email. The majority of a patient representative’s day involves sitting down as well as dealing with unhappy and complaining customers, which can be stressful.

Salary

Bottom 10%

$22k

Median

$34k

Top 10%

$55k

Annual salary estimates are based on percentile wage data collected through the Occupational Employment Statistics (OES) survey of US workers.

Qualifications and training

Education level

Undergraduate

DVM / VMD degree

Study time

4years

To become a patient representative, you’ll generally need a bachelor’s degree in an area such as health education or health promotion.

Certification, though not always required, can be particularly useful in your job search efforts. Check the American Association of Medical Assistants (AAMA) for certification opportunities.

Job outlook

Projected growth
The projected growth rate of employment in the US from 2016 to 2026, based on data collected through the BLS Employment Projections (EP) programme. The national average growth rate for all professions is 7%.

-2%

No of new jobs
The number of jobs projected to become available in the US between 2016 and 2026, based on data collected through the BLS Employment Projections (EP) programme.

-51.6k

Automation risk

55%

Career progression

Patient representatives can advance to supervisory, managerial or executive roles within their organisation. Some of these professionals also choose to change firms and work for more prestigious and high-paying companies, instead.