Patient Representative Coordinator

Sanitas•Doral, FL

1d•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 following organizational and regulatory standards. The PRC uses communication, organization, and problem-solving skills to support patients, staff, and leadership and contribute to efficient clinic operations and service excellence. This position is based on site in Doral, Florida, and is full-time. Travel is listed as up to 5%. The employee may need to rotate weekends, holidays, shifts, and center locations according to company needs. The position has no supervisory or current budget responsibilities. Financial responsibilities include collecting copayments and pending balances and helping avoid claim denials.

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 ability to deliver 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 with empathy, respect, and professionalism.
Computer skills and familiarity with scheduling systems, point-of-sale systems, or office software.
Ability to work in a fast-paced environment and consistently report to work on time.
Clear, empathetic, professional verbal and written communication skills.
Organization and multitasking skills to manage check-ins, calls, and administrative tasks efficiently.
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 tolerate occasional exposure to hazardous material.
Ability to meet the physical demands described for the role, including prolonged standing and walking, frequent bending and reaching, and lifting, pushing, and pulling equipment or supplies up to 50 pounds.

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 scheduled appointments and complete pre-visit planning, including validating insurance eligibility, verifying pharmacy and designated PCP information, confirming copayments and pending balances, contacting patients about eligibility or attendance, validating contact information, and documenting completion.
Check in scheduled and walk-in patients by verifying appointments and visit types, scanning identification and insurance cards, handling registration forms, validating eligibility, collecting copayments, updating demographics, collecting applicable consents, and updating visit status.
Monitor schedules and workflows to help patients be seen promptly, minimize wait times, and reduce dissatisfaction.
Check patients out by reviewing general notes, collecting applicable copayments or pending balances, confirming prescriptions, referrals, labs, and 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 accurate, organized, confidential medical charts, reports, correspondence, and other documentation.
Protect patient health information by securing it, keeping it out of plain sight, and logging off computer systems when leaving workstations 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 Net Promoter Score surveys, and document outcomes.
Assist with ordering office supplies and maintaining adequate stock levels.
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 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 the 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.