Patient Representative Coordinator (70657)

SANITAS OF TEXAS LLC•Surprise, AZ

19d•Onsite

About The Position

The Patient Representative Coordinator (PRC) is the first point of contact for patients and visitors, providing a welcoming, professional experience and supporting the patient journey from pre-visit planning through check-in, check-out, and post-visit follow-up. The role maintains accurate records, protects patient confidentiality, and follows organizational and regulatory standards. It requires strong communication, organization, and problem-solving skills to engage effectively with patients, staff, and leadership and contribute to efficient operations and service excellence. The PRC completes appointment preparation and patient registration, verifies insurance and patient information, collects payments, manages visit status, schedules follow-up care, and supports patients with prescriptions, referrals, laboratory services, and diagnostic imaging. The coordinator helps minimize wait times, supports continuity of care for high-risk patients, maintains confidential records, follows workflows that support accurate billing and prevent claim denials, and responds to patient inquiries and concerns. The role also includes post-visit calls and surveys, telephone encounter follow-up, office supply support, and maintaining a welcoming patient area. This is a full-time, on-site position based in Surprise, Arizona. The role may require rotation among weekends, holidays, shifts, and center locations according to company needs. It has no supervisory responsibilities.

Requirements

High school graduate or equivalent.
1–3 years of experience in a customer-facing role, such as hospitality, retail, a call center, or a 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 manage check-ins, calls, and administrative tasks efficiently.
Clear, empathetic, professional verbal and written communication skills.
Strong organization, multitasking, problem-solving, collaboration, and teamwork skills.
Reliable attendance and punctuality.
Ability to rotate weekends, holidays, shifts, and center locations according to company needs.
Ability to meet the described physical demands, including prolonged standing and walking, frequent bending and reaching, and lifting, pushing, or pulling equipment or supplies up to 50 pounds.
Ability to travel to multiple work locations occasionally.
Occasional exposure to hazardous material.

Nice To Haves

Three 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 insurance eligibility, pharmacy and primary care provider details, copayments and balances, patient attendance, contact information, and documentation.
Check in scheduled and walk-in patients by verifying appointments and visit types, scanning identification and insurance cards, collecting required copayments and consents, updating demographics, and recording check-in completion.
Monitor schedules and workflows to help patients be seen promptly, minimize wait times, and reduce dissatisfaction.
Complete patient check-out, update general notes, collect applicable copayments or balances, confirm prescriptions and orders, schedule follow-up appointments, update visit status, and provide lab or imaging orders when requested.
Ensure very high- and high-risk patients receive appropriate follow-up, coordination, care program enrollment, and support.
Compile and maintain accurate, organized, confidential medical charts, reports, and correspondence.
Protect patient health information by securing PHI, keeping it out of plain sight, and logging off systems before leaving workstations unattended.
Maintain a safe, secure, healthy, clean, and organized workstation and comply with organizational, legal, and regulatory requirements.
Follow workflows that support accurate billing and reimbursement and help prevent claim denials.
Conduct post-visit calls for service recovery and patient concerns, administer NPS surveys when required, and document outcomes.
Assist with ordering office supplies and maintaining adequate stock.
Monitor telephone encounters in the PRC bucket and ensure patient inquiries and requests receive timely follow-up and resolution.
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 reliable attendance and punctuality to support clinic operations and continuity of care.
Help monitor whether the assigned patient population is seen throughout the year, verify task completion, and maintain accurate documentation.
Identify patient dissatisfaction and take appropriate steps to address concerns.
Perform other duties as assigned by the supervisor.