Patient Representative Coordinator (69254)

Patient Representative Coordinator

Phoenix Region - Maricopa - Surprise, AZ 85374

Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.

The Patient Representative Coordinator (PRC) is the first point of contact for patients and visitors, ensuring a welcoming and professional experience. This role supports the patient journey through pre-visit planning, check-in, check-out, and post-visit follow-up while maintaining accurate records, protecting confidentiality, and complying with organizational and regulatory standards. The PRC demonstrates strong communication, organizational, and problem-solving skills to engage effectively with patients, staff, and leadership, contributing to efficient operations and service excellence.

Essential Job Functions

• Welcome and greet patients and visitors to the Medical Center in a friendly and professional manner; determines the purpose of their visit and directs them to the appropriate person or department as needed.
• Review scheduled appointments to complete pre-visit planning; validate insurance eligibility in eCW; verify pharmacy information and designated PCP in Leap to support continuity of care; confirm and update copayment amounts and pending balances; contact patients to address eligibility issues or confirm attendance; validate patient contact information in Availity; and documents pre-visit planning completion.
• For scheduled and walk-in patients, perform the check-in process; verify the patient's scheduled appointment and visit type in eCW; scan and uploads identification and insurance cards; print and scan the Patient Registration Form; validate insurance eligibility; collect required copayments; update demographic information by asking the patient the required information (email, phone, address) in eCW; collect consents when applicable and update the visit status to confirm check-in completion.
• Ensures patients are seen in a timely manner by monitoring schedules and workflows, minimizing wait times, and reducing the risk of patient dissatisfaction.
• Perform check-out process; Review and update the patient's general notes; If additional services were rendered for the patient review and collect copayment or pending balances as needed. Confirm registered prescriptions, referrals, labs, and diagnostic imaging (including providing instructions and requirements as needed); schedule indicated follow-up appointments in eCW; update the visit status to confirm visit completion; and print lab and diagnostic imaging orders for the patient if requested.
• Remains attentive to patients identified as very high and high risk, ensuring they receive appropriate follow-up, coordination, care programs enrollment and support to promote proper care and continuity of services.
• Compile records, and maintain medical charts, reports, and correspondence in an accurate, organized, and confidential manner to ensure proper documentation and compliance with medical and organizational standards.
• Protect patient confidentiality by ensuring protected health information (PHI) is secured at all times; avoid leaving PHI in plain sight; and log off computer systems before leaving workstations unattended, in compliance with privacy and security regulations.
• Maintains a safe, secure, and healthy work environment by adhering to organizational standards and procedures, complying with all applicable legal and regulatory requirements, and keeping the workstation clean and organized at all times.
• Ensures adequate processes adherence to workflows to prevent claim denials, supporting accurate billing, reimbursement, and compliance with payer requirements.
• Performs post-visit calls to patients to ensure service recovery, address any concerns, and conduct NPS (Net Promoter Score) surveys, documenting outcomes to support continuous improvement and patient experience initiatives when required.
• Provides support in ordering office supplies as needed, assisting with maintaining adequate stock levels to meet departmental requirements.
• Monitors and reviews telephone encounters in the PRC bucket, ensuring timely follow-up and resolution of patient inquiries or requests.
• Prepares and maintains the coffee and snacks station to provide a welcoming environment for patients, visitors, and staff.
• Responds to patient questions in a courteous, accurate, and professional manner, ensuring clear communication and a positive service experience.
• Actively participates in staff and departmental meetings, contributing to discussions, sharing feedback, and supporting team and organizational goals.
• Consistently reports for duty on time and maintains reliable attendance to support smooth clinic operations and patient care continuity.
• Ensures productivity by assisting the center in monitoring that the assigned patient population is seen throughout the year, verifying task completion, and maintaining accurate documentation to support operational efficiency and continuity of care.
• Identifies patients expressing dissatisfaction and takes appropriate steps to address their concerns, ensuring needs are met and promoting a positive care experience.
• Perform other duties as assigned by the supervisor.

Qualifications

This position has no supervisory responsibilities.

Required Education

• High School Graduate or equivalent.

Required Experience

• 1-3 years in customer-facing roles (hospitality, retail, call center, or healthcare front desk).
• Proven track record of delivering exceptional customer service in a fast-paced setting
• Experience with scheduling, check-in/out, payments, or reservations.
• Comfortable handling escalations and resolving issues with professionalism.
• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Compassion: Identifies the needs of patients and visitors by actively listening and observing, and takes appropriate steps to help address those needs with empathy, respect, and professionalism
• Computer Skills.
• Ability to work in a fast-paced environment.
• Consistently reports for duty on time.
• Service Excellence Focus.
• Communication skills: Clear, empathetic, and professional verbal and written skills.
• Organization and Multitasking: Manages check-ins, calls, and administrative tasks efficiently.
• Technology Skills: Familiar with scheduling systems, POS, or office software.
• Problem-Solving Skills : Handles patient/guest concerns calmly and effectively.
• Collaboration and teamwork: Support center team to take care of assigned population and achieve center goals

Preferred Qualifications

• 3+ years of experience in customer service and the medical field preferred.
• College or vocational training is preferred.
• Relevant or any other job-related vocational coursework preferred.

Financial Responsibilities

• The financial responsibilities of this position include avoiding claim denials, collecting copayments, and pending balances.

Budget Responsibilities

• This position does not currently have budget responsibilities.

Languages

• Advanced English is required.
• Bilingual Spanish or Creole is preferred.

Travel

Required - This position must be able to rotate weekends, holidays, shifts and center location according to company needs.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Includes all patient-facing clinical staff (Medical Assistants, Phlebotomists, Mammography Technologists, Radiologic Technologists, Multi-Specialty staff, Providers) as well as Facilities Technicians. These positions typically require prolonged standing and walking, frequent bending, reaching, lifting, pushing, and pulling of equipment or supplies (up to 50 pounds), manual dexterity, and compliance with infection control and safety protocols. Facilities Technicians may also perform repairs, renovations, remodeling, preventive maintenance, and use tools and equipment to support our medical centers.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please confirm for the following questions if these working conditions are encountered Occasionally (1-33% of time on the job), Frequently (