Patient Representatives assist patients in obtaining services, understanding policies, and making health care decisions.
Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
Interview patients or their representatives to identify problems relating to care.
Refer patients to appropriate health care services or resources.
Maintain knowledge of community services and resources available to patients.
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.
Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.
Provide consultation or training to volunteers or staff on topics, such as guest relations, patients' rights, or medical issues.
Analyze patients' abilities to pay to determine charges on a sliding scale.
Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.
Collect and report data on topics, such as patient encounters or inter-institutional problems, making recommendations for change when appropriate.
Teach patients to use home health care equipment.
Work Context
Telephone — 100% responded "Every day".
Electronic Mail — 100% responded "Every day".
Contact With Others — 100% responded "Constant contact with others".
Deal With External Customers — 97% responded "Extremely important".
Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
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.
Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
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.
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.
Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.
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.
Medicine and Dentistry
Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
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.
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.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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.
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.
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.
Coordination
Adjusting actions in relation to others' actions.
Reading Comprehension
Understanding written sentences and paragraphs in work related documents.
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.
Persuasion
Persuading others to change their minds or behavior.
Time Management
Managing one's own time and the time of others.
Judgment and Decision Making
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Complex Problem Solving
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Writing
Communicating effectively in writing as appropriate for the needs of the audience.
Active Learning
Understanding the implications of new information for both current and future problem-solving and decision-making.
Monitoring
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Negotiation
Bringing others together and trying to reconcile differences.
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.
Near Vision
The ability to see details at close range (within a few feet of the observer).
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 Expression
The ability to communicate information and ideas in writing so others will understand.
Written Comprehension
The ability to read and understand information and ideas presented in writing.
Speech Clarity
The ability to speak clearly so others can understand you.
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.
Information Ordering
The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Category Flexibility
The ability to generate or use different sets of rules for combining or grouping things in different ways.
Selective Attention
The ability to concentrate on a task over a period of time without being distracted.
Fluency of Ideas
The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
