Improving the overall experience of a patient’s visit is the main responsibility of patient service representatives. These “customer” service professionals may do anything from field questions to take phone calls to schedule appointments or even transportation. They may also need to report on customer service issues and troubleshoot ways to improve patient service processes. A patient service rep II is a more senior-level position, requiring more on-the-job experience than a patient service rep I.
As of 2012, customer service representatives averaged $33,110 a year, according to the Bureau of Labor Statistics. But this figure doesn’t account for industry, which often affects earnings. Those working for medical hospitals earned an average of $32,140, while service reps working in physician’s offices brought home $31,640 annually. The lowest wages paid were in the offices of other health practitioners, at an average of $30,630 a year.
A survey by Office Team, a national recruiter for administrative support, provides a better idea of what a patient service rep II should earn in a year. At the senior level, a customer service rep in the medical industry can expect to make anywhere from $31,750 to $40,000 a year as of 2013. Those working in entry-level or mid-level positions earn between $27,000 and $34,750 annually.
As with any job, certain skills can improve earnings. For example, being bilingual often bumps pay by as much as 10 percent, notes Office Team. Senior-level service reps are now looking at salaries of $34,935 to $44,000 a year. Holding a Microsoft Office Specialist designation can improve earnings by as much as 8 percent. With this certification, salaries range from $34,290 to $43,200 a year. If a patient service rep manages other representatives, pay may improve by about 10 percent, as well.
The BLS expects job prospects for customer service representatives to be good, with an average growth rate of 15 percent through 2020. This is slightly better than the national average for all U.S. occupations, a projected 14 percent. With roughly 37,000 patient service reps working at hospitals, another 16,600 at physicians’ offices and almost 2,500 at other health practitioners’ offices, the 15 percent growth works out to the creation of 8,445 new jobs in the medical industry.
- Bureau of Labor Statistics: Occupational Outlook Handbook – Customer Service Representatives
- Bureau of Labor Statistics: Customer Service Representatives
- Bureau of Labor Statistics: General Medical and Surgical Hospitals
- Bureau of Labor Statistics: Offices of Physicians
- Bureau of Labor Statistics: Offices of Other Health Practitioners
Based in Minneapolis, Minn., Dana Severson has been writing marketing materials for small-to-mid-sized businesses since 2005. Prior to this, Severson worked as a manager of business development for a marketing company, developing targeted marketing campaigns for Big G, Betty Crocker and Pillsbury, among others.