How to become A Patient Representative

Gone are the days when patients wandered around a healthcare facility without knowing what to do, whom to approach, or where to go. Patient Representatives advocate for patient needs and ensure patient voice is at the heart of everything a healthcare organisation does by providing valuable feedback.

• Patient Services Representative
• Patient Access Representative
• Patient Experience Coordinator
• Patient Care Coordinator
• Patient Services Coordinator
• Patient Services Specialist
• Patient Access Specialist
• Patient Engagement Specialist
• Patient Navigator
• Patient Advocate
• Patient Rights Advocate
• Patient Liaison
• Healthcare Ombudsman
• Medical Social Worker
• Ethics Consultant

What do Patient Representatives do?

A Patient Representative would typically need to:

• Guide and assist patients in obtaining services, understanding policies, and making appropriat healthcare decisions through the course of their medical treatment
• Serve as the first point of contact when a patient enters a medical facility; greet patient and their caregivers 
• Ask a standard set of questions to identify the reason for the visit; answer the patient’s questions and direct them to the proper counter/examination room
• Assist with the registration process and paperwork; monitor patient intake procedures
• Inform the patient and their caregivers about relevant official policies, procedures, and protocols regarding observation, inpatient/oupatient care
• Obtain the patient’s contact details, medical history, and insurance information; update and verify the information during every visit
• Schedule appointments and make reminder calls; let patients know about delays and waiting times
• Assess the patient’s ability to pay before determining charges on a sliding scale; assist them in preparing required funding documents; collect payment
• Coordinate clinic/office/facility operations; manage written, verbal, and electronic communications; maintain patient charts and electronic health records (EHRs)
• Review patient accounts, identify delinquent accounts, and collect overdue payments
• Manage patient complaints and feedback; follow up to make sure of patient satisfaction with the solutions
• Investigate and report patient enquiries or complaints to relevant medical staff; make recommendations for change, if possible
• Collect and share research and recommendations related to legal liabilities, risk management, or quality of care
• Inform patients about available community services and resources; teach and encourage patients to use suitable home healthcare equipment
• Provide consultation or training to volunteers or staff on guest relations, patients’ rights, or medical issues
• Develop and distribute newsletters and brochures contaiing important information to patients and medical staff
• Offer administrative support; carry out administrative and clerical duties, such as filing paperwork, if necessary; 

Patient Representatives typically work in a doctor’s office, clinic, or hospital. Their time is spent interacting with patients and colleagues and taking care of administrative tasks, in person or with the help of a phone/computer.

Although they generally work full-time during regular business hours, Patient Representatives may need to work in shifts or longer hours, including evenings, weekends, and public holidays, based on employer expectations and patient load. 

Research suggests that flexible hours and generous telework policies appeal more than salary to the younger generation. There has been an incremental increase in employers willing to give promising employees a chance to adjust their schedules per the job demands.

Finding a new job may be challenging. Patient Representatives can boost their job search by asking their network for referrals, contacting employers directly, using job search platforms, going to job fairs, leveraging social media, and inquiring at staffing agencies.

Patient Representatives are generally employed by:

• Acute-Care Hospitals
• Rehabilitation Centres
• Skilled Nursing Facilities
• Medical Clinics
• Physicians’ Offices

Professional associations and organisations, such as the multi-stakeholder International Society for Pharmacoeconomics and Outcomes Research (ISPOR), are crucial for Patient Representatives interested in pursuing professional development or connecting with like-minded professionals in their industry or occupation. 

Professional associations provide members with continuing education, networking opportunities, and mentorship services. Membership in one or more adds value to your resume while bolstering your credentials and qualifications.

• Lack of adequate training and orientation about the job and employee expectations leading to ineffective patient advocacy
• Striking the optimal balance between patient advocacy and constructive feedback to healthcare providers
• Emotional toll from dealing with the distressful situations patients and their families often experience;
• Maintaining patient confidentiality while still advocating for their needs 
• Resistance from healthcare providers who do not value their feedback or advocacy resulting in burnout
• Demanding advocacy and feedback activities that may not leave enough time or energy for personal and other professional commitments
• Resource constraints that stand in the way of meaningful changes or improvements in healthcare settings
• Ideal representation of diverse patient populations who may have limited access or opportunities
• Measuring the impact of one’s work in terms of improved patient outcomes or healthcare and demonstrate one’s value to the organisation
• High expectations from both patients and healthcare providers, especially when the healthcare system has systemic issues
• Regular exposure to bodily fluids and infectious illnesses

Pre-entry work experience shows potential employers that Patient Representatives have some of the required skills and an interest in the field.

Volunteer at healthcare facilities, such as hospitals and clinics, to get used to the patient care setting, understand patient needs and challenges and practice empathetic listening. Even while in high school, you can check with a teacher or counsellor about relevant work-based learning opportunities to help you connect your school experiences with real-life work. Join clubs that allow you to take on leadership roles and prove your ability to lead and advocate for others. Advocate actively for patient rights, healthcare ethics, and improvements in your community to demonstrate your passion for the cause.

Research and identify reputable post-secondary schools and training programmes with certifications. The exploration will help you decide your education and training options after high school. Read about the profession and interview/shadow expert Patient Representatives to prove your commitment to course providers and prospective employers. 

Mandatory or elective academic internships in a healthcare setting can help you learn about the industry, build helpful business contacts, and better understand patient rights, healthcare ethics, and the basics of healthcare administration. You may learn to use medical software and carry out administrative tasks like scheduling appointments, managing billing, and keeping medical records. 

In addition to benefiting from tasks outside the classroom that align with lessons inside it, interns may also get college credits that help with early graduation, GPA, and tuition fees. Besides, you will get the chance to hear countless stories and obtain valuable hands-on experience from industry experts. Some of these internships may lead to a permanent job offer after graduation.

Personal experience as a patient or caregiver can give you firsthand knowledge of patient experience and the challenges patients and their caregivers face in the current healthcare system.

All the experiences mentioned so far help determine whether the public, private, or voluntary sector is best suited to realise your professional ambitions. Your educational provider’s career service department can provide information about relevant internships in diverse sectors.

The educational requirements can vary depending on the organisation or healthcare facility that employs you. You can become a highly-valued Patient Representative after passing high school or a GED (General Education Development) Test. Take college preparatory science courses in high school. English and speech classes will help you develop your research, writing, and oral communication skills.

However, many employers prefer applicants with a certificate or associate degree in medical assisting from an accredited technical school or community college. The specialised training will help you meet the educational requirements for the position.  

Sometimes, a bachelor’s degree in healthcare, nursing, health studies, social work, public health, or healthcare administration can be beneficial. 

Remember that completing a particular academic course does not guarantee professional entry. However, professional qualifications and transferable skills may open more than one door.

Do your homework and look into all available options for education and employment before enrolling in a specific programme. Reliable sources that help you make an educated decision include associations and employers in your field.

Accredited certification in patient advocacy, medical administration, and patient experience demonstrates a Patient Representative’s competence in a relevant skill set, typically through work experience, training, and passing an examination. 

Successful certification programs incorporate a Code of Ethics, inspiring Patient Representatives to ensure patients receive standardised healthcare regardless of socioeconomic status, religious affiliation, gender, or ethnicity.

When obtained from an objective and reputed organisation, certification in Microsoft Office and data entry can also help you stand out in a competitive job market and get a significant salary premium of up to 18 per cent.

Patient Representatives may also need to undergo an employment background check, including but not limited to a person’s work history, education, credit history, motor vehicle reports (MVRs), criminal record, medical history, use of social media, and drug screening.

Not all Patient Representatives are fresh graduates who begin in entry-level positions. 

Nurses, Physicians, and Medical Assistants use their deep understanding of the healthcare system, patient needs, and challenges to become effective Patient Representatives. Any customer service experience you may have, preferably in a healthcare setting, will help develop the strong communication and interpersonal skills necessary for the job.

Experience in advocacy or community organising will make it easier for you to build coalitions, work with diverse stakeholders, and promote change. In contrast, clerical experience will make it easy for you to complete the administrative tasks of a Patient Representative. You can provide adequate emotional support and guidance to the patients and their families during challenging times if you have social work or counselling experience. 

As you prove your ability to be an ethical, organised, and compassionate Patient Representative, you will likely be promoted as Patient Advocate or Patient Navigator, Senior Patient Representative, and Patient Experience Manager or Coordinator. As an expert in paediatrics, geriatrics, oncology, mental health, or rare diseases, you can become a Specialised Patient Representative of a specific patient population.

Patient Representatives interested in the ethical aspects of healthcare might transition into roles such as Ethics Consultants or Bioethicists. As you progress in your career, you may be able to lead patient advocacy departments or initiatives within healthcare organisations. Other options include becoming a Consultant, Trainer, Healthcare Compliance Officer, Quality Improvement Coordinator, and Patient Safety Officer. 

Your career development may depend on the healthcare organisation’s structure, industry demands, and career goals.However, you can reach the higher rungs of this career ladder and become a Healthcare Executive or Director of Patient Experience. 

The desire to accelerate career growth and personal development has an increasing number of millennials choosing to job hop and build a scattershot resume that showcases ambition, motivation, and the desire to learn a broad range of skills.

Studies prove that job hopping, earlier dismissed as “flaky” behaviour, can lead to greater job fulfilment. Employees searching for a positive culture and interesting work are willing to try out various roles and workplaces and learn valuable, transferable skills along the way.

Patient Representatives who can truly understand and relate to patient experiences have the best job prospects.

Continuing professional development (CPD) is essential for public well-being and career progression in the healthcare sector. It embraces several new learning objectives, educational methodologies, and novel technological developments, especially in education, management, and IT.

Reflective learning and interaction with peer groups, workshops, and professional publications educate, influence, support, and foster lifelong enlightenment in all career-grade Patient Representatives.

Consider pursuing a master’s degree or advanced certification in healthcare administration, social work, or bioethics to qualify for higher-level positions. You can also enrol in online courses focused on patient-centred communication, service recovery, and patient experience leadership.

Networking and staying up-to-date with industry trends can also help you advance your career. Seminars and workshops offer several opportunities to network with healthcare professionals. Read industry publications, attend conferences, and follow the news to stay informed about current healthcare policies/issues and patient rights.

What Sets An Excellent Patient Representative Apart From The Rest

Some Patient Representatives leave lasting impressions on the patients and healthcare providers they interact with. Enhancing customer satisfaction and improving productivity is second nature to these professionals. They demonstrate exemplary interpersonal skills and maintain confidentiality of patient information. Their knowledge of medical terminology, billing, and insurance operations facilitates a comfortable patient experience. These individuals offer respect, patience, and compassionate care to all patients, regardless of age, socioeconomic status, gender, medical history, and present health concerns.

Current Scenario

The employment outlook of a particular profession may be impacted by diverse factors, such as the time of year, location, employment turnover, occupational growth, size of the occupation, and industry-specific trends and events that affect overall employment.

The demand for Patient Representatives continues to grow steadily. Healthcare systems around the world are increasingly focused on patient-centred care, putting the patient’s needs, preferences, and experiences at the forefront of healthcare delivery. An ageing population requires professionals to assist elderly individuals in navigating complex healthcare systems. Healthcare laws and regulations, including those related to patient rights and healthcare ethics, need Patient Representatives to address patient concerns and provide advocacy. 

Potential Pros & Cons of Freelancing vs Full-Time Employment

Freelancing Patient Representatives have more flexible work schedules and locations. They fully own the business and can select their projects and clients. However, they experience inconsistent work and cash flow, which means more responsibility, effort and risk.

On the other hand, a full-time Patient Representative has company-sponsored health benefits, insurance, and retirement plans. They have job security with a fixed, reliable source of income and guidance from their bosses. Yet, they may experience boredom due to a lack of flexibility, ownership, and variety.

When deciding between freelancing or being a full-time employee, consider the pros and cons to see what works best for you.

Studies show that when Patient Representatives participate in healthcare decision-making, there is increased patient satisfaction, better healthcare outcomes, and enhanced transparency in healthcare organisations.

Any healthcare facility or professional with a steady flow of patients benefits from the services of a Patient Representative who play a crucial role in making sure the patients’ voices are heard and their needs are met in a patient-centred and inclusive setting.

When your wishes or values conflict with the patient's, set aside your own feelings and act as a trustworthy agent or representative of the patient.