A Healthcare Representative is a professional who plays a crucial role in the healthcare industry. They serve as a link between medical organizations, healthcare providers, and patients. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Healthcare Representatives.

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Main Responsibilities of a Healthcare Representative

The following list describes the typical responsibilities of a Healthcare Representative:

Act

Act decisively by prioritizing resource utilization to meet customer needs.

Address

Address needs with responsive approach, targeted skills, and appropriate resources.

Adhere to

• Adhere to existing security policies and procedures.

• Adhere to healthcare regulations, policies, and ethical standards.

Advocate

Advocate for patients, ensuring their rights and needs are addressed.

Analyze

Analyze healthcare data and statistics to identify trends and patterns.

Answer

Answer internal and external customers requests within guidelines.

Assess

• Assess account needs and bring relevant cross-functional skills.

• Assess accounts and bring relevant cross functional skills / teams for solutions and business growth.

• Assess needs of target physicians.

• Assess needs of target physicians and Institutions.

• Assess the effectiveness of healthcare programs and make recommendations for improvement.

Assist with

• Assist patients with paperwork, insurance claims, and financial matters.

• Assist with customer meetings when needed.

• Assist with follow up on Medicaid applications.

• Assist with meetings with the customer.

• Assist with State Charity Care audits as needed.

Assume

Assume the responsibility for the proper care and maintenance of all company property.

Build

• Build an in-depth understanding of local market factors and customer landscape.

• Build lasting relationships with top priority doctors.

Check

Check on patients after treatments or procedures to ensure their well-being.

Collaborate with

• Collaborate with external partner initiatives such as commercial payor's.

• Collaborate with healthcare providers to improve patient care processes.

• Collaborate with other customer facing teams to support an active referral network.

• Collaborate with physicians, nurses, and other healthcare professionals to ensure quality care.

Communicate

Communicate with patients, healthcare professionals, and insurance companies to provide information and answer queries.

Conduct

• Conduct daily account Resolution Specialist duties.

• Conduct presentations or seminars to educate the public on healthcare topics.

• Conduct promotional activities with territory-initiated POAs to counteract competition.

Contribute

Contribute to problem identification and resolution.

Coordinate

• Coordinate appointments, referrals, and follow-up visits for patients.

• Coordinate attendance at conventions meeting or trade shows.

Create

Create effective call plans that efficiently maximize call reach and frequency.

Determine

Determine best access methods using whole office call approach.

Develop

• Develop a deep knowledge of assigned customers & entities (e.g., accounts).

• Develop customer advocates for promoted products.

• Develop partnerships with customers and has an in-depth understanding of their needs.

• Develop strategic account selling and management skills.

• Develop superior selling, technical and relationship building skills.

Drive

Drive sales in assigned accounts and with assigned targets.

Educate

• Educate customers on the ATTR-CM disease in order to raise disease awareness.

• Educate patients about healthcare services, procedures, and policies.

Ensure

• Ensure close coordination with team members and counterparts.

• Ensure company policies and procedures are adhered to at all times.

• Ensure effective and compliant utilization of promotional materials.

• Ensure successful, compliant selling activities of in-line products.

Establish

• Establish and maintain professional relationships with healthcare organizations and community resources.

• Establish Matrix leadership position with peer group and internal partner colleagues.

Evaluate

Evaluate patient needs and refer them to appropriate healthcare resources.

Facilitate

Facilitate open and honest conversations with peers and leaders and gives candid honest feedback.

Focus on

• Focus discussion on patient, Health care a professional and the practice.

• Focus on top institution- and community-based physician targets and KOL's.

Follow-up

Follow-up and approve Charity Care applications, as well as assist with state audits.

Grow

Grow and maintain relationships with key stakeholders and decision makers.

Handle

• Handle administrative tasks such as scheduling, billing, and inventory management.

• Handle all special reports, requests from sales management as requested.

• Handle company confidential data according to policy and guidelines.

Help

Help with Change Management initiatives.

Identify

• Identify additional needs customers may have and help them to upgrade products or services.

• Identify, develop, and manage relationships with key customers and opinion leaders.

Interpret

Interpret, audit and reconcile reports for accuracy or completeness.

Lead

Lead the collaboration with other Pfizer colleagues, patient services, and distribution.

Leverage

Leverage account priorities to drive a positive business trajectory.

Maintain

• Maintain accurate and up-to-date patient records.

• Maintain a systematic approach to managing patient information and appointments.

• Maintain both CHC and host system updated with actions on accounts.

• Maintain complete, up-to-date call activity records.

• Maintain documentation of status of claims and client contact on Change Healthcare computer system.

• Maintain good relationships with customer and respond timely to requests.

• Maintain hospital host system as well as PACE updated with comments, actions taken and plan codes.

• Maintain host and CHC systems updated with actions.

• Maintain ongoing communications with government agencies regarding the status of claims.

• Maintain ongoing communication with government agencies regarding the status of claims.

• Maintain relationships throughout institutions.

• Maintain uodates in host and CHC system.

Manage

Manage multiple tasks and responsibilities efficiently.

Mediate

Mediate conflicts or disagreements between patients and healthcare providers.

Monitor

• Monitor patient satisfaction and collect feedback to improve healthcare services.

• Monitor progress and adjusts efforts and activities to exceed goals.

• Monitor sales, product movements and inventory levels at the hospital pharmacies.

Prepare

• Prepare and maintain standard reports for management and clients.

• Prepare and submit required operational reports.

Prioritize

Prioritize customers, opportunities and projects to maximize impact.

Promote

• Promote broad portfolio of products.

• Promote healthcare services and programs to increase awareness and patient engagement.

Protect

Protect and safeguard any confidential company information.

Provide

• Provide high quality customer service.

• Provide training to healthcare professionals on new procedures, services, or equipment.

• Provide updates and assistance to hospital personnel and other staff as needed.

Pull

Pull daily referral reports.

Refer

Refer unresolved customer grievances to designated departments for further investigation.

Research

Research the latest medical treatments, procedures, and healthcare regulations.

Resolve

Resolve issues or complaints raised by patients or healthcare providers.

Respond

Respond swiftly and calmly in emergency situations.

Review

Review ad follow up for approval the charity care applications taken on site.

Safeguard

Safeguard patient information and adhere to privacy regulations.

Screen

Screen pt at bedisde fro Charity care and Medicaid.

Show

Show compassion and empathy towards patients during difficult times.

Stay informed about

Stay informed about changes in healthcare policies, regulations, and technologies.

Strive

Strive to provide exceptional service that exceeds patient expectations.

Tailor

Tailor messaging based on segment and / or individual customer needs.

Troubleshoot

Troubleshoot technical issues related to electronic health records or healthcare software.

Understand

• Understand and uses approved promotional materials to support marketing message.

• Understand complex selling environment within each local market.

Update

• Update hospital system with notes and plan codes.

• Update PACE according to actions.

Use

Use latest technology and marketing content to address needs of targeted physicians.

Utilize

• Utilize appropriate body language when addressing customers.

• Utilize approved brand messaging via CSFA to align with customer priorities.

Work with

• Work closely with internal cross-functional teams as required.

• Work effectively with hospital employees and patients.

• Work effectively with hospital employees and patients and assist with meetings with the customer.

• Work in both ED and Inpatient setting screening patients.

• Work weekly outstanding reports.

• Work weekly reports of outstanding accounts.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Healthcare Representative:

1. Medical terminology

2. Electronic health records (EHR) systems

3. Insurance billing and coding

4. Knowledge of healthcare laws and regulations

5. Data analysis and reporting

6. Familiarity with medical procedures and treatments

7. Proficiency in using healthcare software and technology

8. Understanding of healthcare billing and reimbursement processes

9. Medical ethics and confidentiality

10. Health literacy and patient education

11. Basic medical assessment and triage

12. Medical billing and claims processing

13. Health insurance policies and procedures

14. Knowledge of disease management and prevention

15. Familiarity with medical coding systems (e.g., ICD-10, CPT)

16. Health information management

17. Medical documentation and recordkeeping

18. Pharmacology and medication management

19. Medical research methodologies

20. Compliance with HIPAA regulations

Most In-demand Soft Skills

The following list describes the most required soft skills of a Healthcare Representative:

1. Excellent communication skills (verbal and written)

2. Empathy and compassion

3. Active listening

4. Customer service orientation

5. Interpersonal skills

6. Problem-solving and critical thinking

7. Attention to detail

8. Time management and organization

9. Adaptability and flexibility

10. Teamwork and collaboration

Conclusion

Healthcare Representatives play a vital role in ensuring smooth communication and coordination between patients, healthcare providers, and insurance companies. These professionals need a diverse skill set, encompassing both technical knowledge and interpersonal abilities, to excel in their roles. By mastering the primary responsibilities and acquiring the required hard and soft skills, Healthcare Representatives contribute significantly to delivering quality healthcare services and enhancing the patient experience.