Patient Representative Coordinator

Sanitas•Pompano Beach, FL

1d•Onsite

About The Position

The Patient Representative Coordinator (PRC) is the first point of contact for patients and visitors, providing a welcoming, professional experience. The 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 uses communication, organizational, and problem-solving skills to engage with patients, staff, and leadership and support efficient operations and service excellence. This is a full-time, on-site position serving the Broward, Coconut Creek, and Pompano Beach, Florida locations. Travel is up to 5%, and the role may rotate among weekends, holidays, shifts, and center locations according to company needs. The position has no supervisory or budget responsibilities. Financial responsibilities include avoiding claim denials and collecting copayments and pending balances.

Requirements

High school graduate or equivalent.
1–3 years of experience in customer-facing roles such as hospitality, retail, a call center, or healthcare front desk.
Demonstrated ability to provide 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 listening and observation.
Computer skills and ability to work in a fast-paced environment.
Reliable, punctual attendance.
Clear, empathetic, and professional verbal and written communication skills.
Organization and multitasking skills to manage check-ins, calls, and administrative work efficiently.
Familiarity with scheduling systems, point-of-sale systems, or office software.
Ability to handle patient or guest concerns calmly and effectively.
Ability to collaborate with and support the center team in caring for its assigned population and achieving center goals.
Any combination of education, training, and experience that demonstrates the ability to perform the described duties and responsibilities.

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 balances, contacting patients about eligibility or attendance, validating contact information, and documenting completion.
Complete check-in for scheduled and walk-in patients by verifying appointments and visit types, scanning identification and insurance cards, processing registration forms, validating eligibility, collecting copayments, updating demographics, collecting applicable consents, and updating visit status.
Monitor schedules and workflows to help patients be seen on time, minimize wait times, and reduce dissatisfaction.
Complete check-out by reviewing and updating general notes, collecting applicable copayments or balances, confirming prescriptions, referrals, labs, and imaging, scheduling follow-up appointments, updating visit status, and printing requested orders.
Attend to very high- and high-risk patients and ensure appropriate follow-up, coordination, care-program enrollment, and support.
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 follow organizational procedures and applicable legal and regulatory requirements.
Follow workflows that support accurate billing, reimbursement, payer requirements, and prevention of claim denials.
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 as needed.
Monitor and review telephone encounters in the PRC bucket and ensure timely follow-up and resolution.
Prepare and maintain the coffee and snacks station.
Respond to patient questions courteously, accurately, and professionally.
Participate in staff and departmental meetings, contribute feedback, and support team and organizational goals.
Maintain punctuality and reliable attendance.
Help monitor whether the assigned patient population is seen throughout the year, verify task completion, and maintain accurate documentation.
Identify dissatisfied patients and take appropriate steps to address their concerns.
Perform other duties as assigned by the supervisor.