Patient Representatives

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Also known as:  Complaint Clerk, Contact Center Specialist, Customer Complaint Clerk, Customer Contact Specialist, Customer Relations Representative, Customer Support Representative, Gas Distribution and Emergency Clerk, Passenger Relations Representative, Policyholder Information Clerk, Warranty Clerk
SNAPSHOT Expand
Assist patients in obtaining services, understanding policies and making health care decisions.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
MED
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
HIGH
Competition for this position
LOW
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
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DAILY TASKS Expand
Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate.
Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.
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.
Maintain knowledge of community services and resources available to patients.
Refer patients to appropriate health care services or resources.
Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
Explain policies, procedures, or services to patients using medical or administrative knowledge.
MAIN ACTIVITIES Expand
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.
AREAS OF KNOWLEDGE Expand
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.
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.
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.
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.
Sociology and Anthropology Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Law and Government Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
Public Safety and Security Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
KEY ABILITIES Expand
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.
Speech Recognition The ability to identify and understand the speech of another person.
Speech Clarity The ability to speak clearly so others can understand you.
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
Written Comprehension The ability to read and understand information and ideas presented in writing.
Near Vision The ability to see details at close range (within a few feet of the observer).
TOP SKILLS Expand
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.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Service Orientation Actively looking for ways to help people.
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.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Coordination Adjusting actions in relation to others' actions.
Persuasion Persuading others to change their minds or behavior.
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