Patient Representative Coordinator

Sanitas•Surprise, AZ

19d•Onsite

About The Position

The Patient Representative Coordinator (PRC) is the first point of contact for patients and visitors and helps provide a welcoming, professional experience. The role supports patients throughout 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 uses communication, organizational, and problem-solving skills to work with patients, staff, and leadership and contribute to efficient operations and service excellence. The position is based in the Phoenix Region, Maricopa, Surprise, Arizona. It is a full-time, onsite role with rotating travel requirements. The role has no supervisory responsibilities. Financial responsibilities include avoiding claim denials and collecting copayments and pending balances; it has no current budget responsibilities.

Requirements

High school graduate or equivalent.
1–3 years of experience in customer-facing roles such as hospitality, retail, call center, or healthcare front desk.
Demonstrated history of delivering exceptional customer service in a fast-paced setting.
Experience with scheduling, check-in/check-out, payments, or reservations.
Ability to handle escalations and resolve issues professionally.
Advanced English proficiency.
Compassion and ability to identify and address patient and visitor needs through active listening and observation.
Computer skills and ability to work in a fast-paced environment.
Reliable punctuality and attendance.
Service excellence focus.
Clear, empathetic, professional verbal and written communication skills.
Organization and multitasking skills to manage check-ins, calls, and administrative tasks efficiently.
Familiarity with scheduling systems, point-of-sale systems, or office software.
Problem-solving skills to handle patient or guest concerns calmly and effectively.
Collaboration and teamwork skills to support the center team and its goals.
Ability to rotate weekends, holidays, shifts, and center locations according to company needs.
Ability to travel to multiple work locations occasionally.
Ability to meet the role's stated physical demands, including 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.
Occasional exposure to hazardous material.

Nice To Haves

3 or more years of experience in customer service and the medical field.
College or vocational training.
Relevant or other job-related vocational coursework.
Bilingual Spanish or Creole.

Responsibilities

Welcome and greet patients and visitors, determine the purpose of their visit, and direct them to the appropriate person or department.
Review appointments and complete pre-visit planning, including validating insurance eligibility, verifying pharmacy and designated PCP information, confirming copayments and balances, contacting patients about eligibility or attendance, validating contact information, and documenting completion.
Check in scheduled and walk-in patients by confirming appointment and visit type, scanning identification and insurance cards, processing registration forms, validating eligibility, collecting copayments, updating demographics, collecting applicable consents, and recording check-in completion.
Monitor schedules and workflows to support timely visits, minimize wait times, and reduce patient dissatisfaction.
Check out patients by reviewing and updating general notes, collecting applicable copayments or balances, confirming prescriptions, referrals, labs, and diagnostic imaging, scheduling follow-up appointments, updating visit status, and providing requested lab or imaging orders.
Attend to very high- and high-risk patients by supporting appropriate follow-up, coordination, care-program enrollment, and continuity of services.
Compile and maintain medical charts, reports, correspondence, and other records accurately, confidentially, and in accordance with applicable standards.
Protect patient health information by securing it, avoiding leaving it in plain sight, and logging off systems when workstations are unattended.
Maintain a safe, secure, healthy, clean, and organized work environment and comply with organizational, legal, regulatory, privacy, and security requirements.
Follow workflows that help prevent claim denials and support accurate billing, reimbursement, and payer compliance.
Make post-visit calls when required to support service recovery, address concerns, conduct NPS surveys, and document outcomes.
Assist with ordering office supplies and maintaining adequate stock.
Monitor telephone encounters in the PRC bucket and ensure timely follow-up and resolution of patient inquiries or requests.
Prepare and maintain the coffee and snacks station for patients, visitors, and staff.
Respond to patient questions courteously, accurately, and professionally.
Participate in staff and departmental meetings, share feedback, and support team and organizational goals.
Maintain punctuality and reliable attendance to support clinic operations and continuity of patient care.
Assist the center in monitoring whether its assigned patient population is seen throughout the year, verifying task completion, and maintaining accurate documentation.
Identify dissatisfied patients and take appropriate steps to address their concerns.
Perform other duties as assigned by the supervisor.