Patient Representative Coordinator

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.

About the Role

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.

Responsibilities

• 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 upload 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.
• Compiles records, and maintains medical charts, reports, and correspondence in an accurate, organized, and confidential manner to ensure proper documentation and compliance with medical and organizational standards.
• Protects patient confidentiality by ensuring protected health information (PHI) is secured at all times; avoids leaving PHI in plain sight; and logs 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.
• Sets up and maintains the coffee and snacks station to provide a welcoming environment for patients, visitors, and staff.
• Assists 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.
• Performs other duties as assigned by the supervisor.

Qualifications

To succeed in this role, candidates should have a strong background in customer service, excellent communication skills, and the ability to handle multiple tasks efficiently. Proficiency in Microsoft Office applications, including Outlook, Word, and Excel, is also required. A high school diploma or equivalent is preferred, along with relevant experience in a healthcare setting.