Patient Representative Coordinator

Sanitas•Palm Beach Gardens, FL

12d•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 before, during, and after visits, including pre-visit planning, check-in, check-out, and follow-up. The PRC maintains accurate and confidential records, follows organizational and regulatory requirements, and uses communication, organization, and problem-solving skills to support efficient clinic operations and service excellence. The position is based at the Palm Beach Gardens / Riviera Beach center location in Palm Beach, Florida. It is full-time and on site, with travel of 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.

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 manage check-ins, calls, and administrative tasks efficiently.
Clear, empathetic, professional verbal and written communication skills.
Problem-solving skills and ability to address patient or guest concerns calmly and effectively.
Collaboration and teamwork skills to support the center team and its goals.
Reliable attendance and punctuality.
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 physical demands described for patient-facing clinical staff, 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.
May be exposed to hazardous material occasionally.

Nice To Haves

3 or more years of customer-service and medical-field experience.
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 checking insurance eligibility, pharmacy information, designated PCP, copayments, balances, and patient contact information; contact patients about eligibility or attendance and document completion.
Check in 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 promptly, minimize wait times, and reduce dissatisfaction.
Check patients out 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 printing orders when requested.
Provide appropriate follow-up, coordination, care-program enrollment, and support for patients identified as very high or high risk.
Compile and maintain accurate, organized, confidential medical charts, reports, and correspondence.
Protect patient information by securing PHI, avoiding leaving it in plain sight, and logging off systems when leaving workstations unattended.
Maintain a safe, secure, healthy, clean, and organized work environment and comply with organizational, legal, regulatory, privacy, and security standards.
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.
Support office-supply ordering and maintain adequate stock as needed.
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 contribute to team and organizational goals.
Maintain punctuality and reliable attendance to support clinic operations and continuity of care.
Assist with monitoring the assigned patient population's annual visits, 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.