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Patient Representatives

Assist patients in obtaining services, understanding policies and making health care decisions.   (O'Net 43-4051.03)

 
Reported job titles:   Admissions Coordinator, Case Manager, Medicaid Service Coordinator (MSC), Patient Access Representative, Patient Access Specialist, Patient Advocate   (view all job titles)
 
  • Career Video
  • Wages
  • Employment Trends
  • Industries of Employment
  • Tasks
  • Knowledge
  • Skills
  • Abilities
  • Work Activities
  • Interests
  • Work Styles
  • License Information
  • Education & Training Requirements
  • Schools
  • Other Resources
  • Related Occupations
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    Career Video
    related to Patient Representatives
    Customer Service Representatives photo Customer Service Representatives
    Business, Management and Administration photo Business, Management and Administration
    Additional videos and more information available at
     


    Wages
    for Customer Service Representatives which includes:
                          - Patient Representatives
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     Location Pay
    Period
    2016
    Percentile Wages Average
    Wage
    10% 25% 50%
    Median
    75% 90%
     Vermont Hourly $ 10.46   $ 12.34   $ 16.24   $ 20.82   $ 26.05   $ 17.40  
    Yearly $21,750   $25,670   $33,780   $43,310   $54,180   $36,190  
     
     Burlington-South Burlington, VT Metropolitan NECTA Hourly $ 10.79   $ 13.55   $ 18.01   $ 23.01   $ 28.91   $ 19.03  
    Yearly $22,450   $28,190   $37,460   $47,850   $60,130   $39,580  
     
     Southern Vermont Balance of State Hourly $ 10.20   $ 11.32   $ 13.94   $ 17.48   $ 21.48   $ 15.00  
    Yearly $21,220   $23,540   $29,000   $36,360   $44,680   $31,190  
     
     Northern Vermont Balance of State Hourly $ 10.48   $ 12.69   $ 16.41   $ 19.48   $ 23.67   $ 16.83  
    Yearly $21,790   $26,400   $34,120   $40,520   $49,220   $35,010  
     
    What are Percentile Wages?
    source: Occupational Employment Statistics, Vermont Labor Market Information, U.S. Bureau of Labor Statistics, released April 2017.
     


    Employment Trends
    for Customer Service Representatives which includes:
                                  - Patient Representatives
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    Location Employment Annual % change
    (compounded)
    Annual job openings
    (due to growth and
    net replacements)
    2014 2024
    Vermont 3,437 3,632 0.6% 105
    source: Employment Projections, Vermont Economic & Labor Market Information, in cooperation with U.S. Bureau of Labor Statistics, statewide estimates released July 2016.
     


    Industries of Employment
    for Customer Service Representatives which includes:
                                - Patient Representatives
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    Industry Percent of Total
    2014
    Administrative and support services 17.8%
    Insurance carriers and related activities 11.7%
    Credit intermediation and related activities 8.6%
    Merchant wholesalers, durable goods 4.5%
    Telecommunications 4.0%
    source: Employment Projections, U.S. Bureau of Labor Statistics, National Employment Matrix, released July 2016.
     


    Tasks
    for Patient Representatives
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  • Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
     
  • 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, and medical issues.
     
  • Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate.
     
  • Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
     
  • Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Knowledge
    for Patient Representatives
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  • 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.
     
  • 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.
     
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
     
  • Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
     
  • 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.
     
  • 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.
     
  • Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
     
  • 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.
     
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
     
  • Biology - Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Skills
    for Patient Representatives
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  • 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.
     
  • 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.
     
  • Coordination - Adjusting actions in relation to others' actions.
     
  • Persuasion - Persuading others to change their minds or behavior.
     
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
     
  • Time Management - Managing one's own time and the time of others.
     
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Abilities
    for Patient Representatives
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  • 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.
     
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
     
  • Speech Clarity - The ability to speak clearly so others can understand you.
     
  • Speech Recognition - The ability to identify and understand the speech of another person.
     
  • 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).
     
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
     
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Work Activities
    for Patient Representatives
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  • 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.
     
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
     
  • Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
     
  • 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.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Interests
    for Patient Representatives
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  • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
     
    source: Occupational Information Network: Patient Representatives  updated June 2009
     


    Work Styles
    for Patient Representatives
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  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
     
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
     
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
     
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
     
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
     
  • Integrity - Job requires being honest and ethical.
     
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
     
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
     
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
     
  • Persistence - Job requires persistence in the face of obstacles.
     
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    State of Vermont License Information
    that may be required for Patient Representatives
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    No state licenses listed for this occupation.
     


    Education and Training Requirements
    for Patient Representatives
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  • Job Zone Four: Considerable Preparation Needed
  •  
  • Education: Most of these occupations require a four-year bachelor's degree, but some do not.
  •  
  • Training: Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.
  •  
  • Experience: A considerable amount of work-related skill, knowledge, or experience is needed for these occupations. For example, an accountant must complete four years of college and work for several years in accounting to be considered qualified.
  •  
    source: Occupational Information Network: Patient Representatives  updated July 2011
     


    Schools
    offering instructional programs related to Patient Representatives
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      Related Instructional Programs
     
    • Customer Service Support/Call Center/Teleservice Operation.
     
    • Receptionist.
     
     Search for schools offering these programs at
     
     
     
    source: National Center for Education Statistics 2000 Classification of Instructional Programs .
     


    Other Resources
    for Patient Representatives
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  • Labor Exchange Information
  • A source for occupational characteristics, such as age, gender, race, and years of education and an alternative source for occupational wage rates. Limited to people looking for jobs and the jobs advertised through VDOL Vermont Job Link.
  • Look for statewide information over the latest 12 months for Customer Service Representatives.
  •  
  • Occupational Outlook Handbook
  • The Occupational Outlook Handbook is a nationally recognized source of career information, designed to provide valuable assistance to individuals making decisions about their future work lives. Revised every two years, the Handbook describes what workers do on the job, working conditions, the training and education needed, earnings, and expected job prospects in a wide range of occupations.
    Go to Occupational Outlook Handbook
    Handbook occupations related to Patient Representatives :
  • Customer Service Representatives
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    Related Occupations
    Occupations with skill requirements similar to Patient Representatives
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    source: Occupational Information Network: Patient Representatives 
     

     
     
     
    Vermont.gov State of Vermont Department of Labor