Patient Experience Coordinator

Sanitas Medical Centers; Orlando (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

Sanitas Medical Centers is seeking a Patient Representative Coordinator (PRC) to be the first point of contact for patients and visitors at our Orlando Medical Center. You will guide the patient journey through pre-visit planning, check-in, check-out, and post-visit follow-up while maintaining accurate records and protecting confidentiality.

The role emphasizes strong communication, organization, and problem-solving skills to ensure timely visits, accurate billing, and high-quality patient

Responsibilities

• Welcome and greet patients and visitors to the Medical Center in a friendly and professional manner; determine the purpose of their visit and direct them to the appropriate person or department as needed.
• Review scheduled appointments to complete pre-visit planning; validate insurance eligibility in eCW; verify pharmacy information and designated PCP in Leap to support continuity of care; confirm and update copayment amounts and pending balances; contact patients to address eligibility issues or confirm attendance; validate patient contact information in Availity; and documents pre-visit planning completion.
• For scheduled and walk-in patients, perform the check-in process; verify the patient’s scheduled appointment and visit type in eCW; scan and uploads identification and insurance cards; print and scan the Patient Registration Form; validate insurance eligibility; collect required copayments; update demographic information by asking the patient the required information (email, phone, address) in eCW; collect consents when applicable and update the visit status to confirm check-in completion.
• Ensures patients are seen in a timely manner by monitoring schedules and workflows, minimizing wait times, and reducing the risk of patient dissatisfaction.
• Perform check-out process; Review and update the patient’s general notes; If additional services were rendered for the patient review and collect copayment or pending balances as needed. confirm registered prescriptions, referrals, labs, and diagnostic imaging (including providing instructions and requirements as needed); schedule indicated follow-up appointments in eCW; update the visit status to confirm visit completion; and print lab and diagnostic imaging orders for the patient if requested.
• Remains attentive to patients identified as very high and high risk, ensuring they receive appropriate follow-up, coordination, care programs enrollment and support to promote proper care and continuity of services.
• Compiles records, and maintains medical charts, reports, and correspondence in an accurate, organized, and confidential manner to ensure proper documentation and compliance with medical and organizational standards.
• Protect patient confidentiality by ensuring protected health information (PHI) is secured at all times; avoid leaving PHI in plain sight; and log off computer systems before leaving workstations unattended, in compliance with privacy and security regulations.
• Maintains a safe, secure, and healthy work environment by adhering to organizational standards and procedures, complying with all applicable legal and regulatory requirements, and keeping the workstation clean and organized at all times.
• Ensures adequate processes adherence to workflows to prevent claim denials, supporting accurate billing, reimbursement, and compliance with payer requirements.
• Performs post-visit calls to patients to ensure service recovery, address any concerns, and conduct NPS (Net Promoter Score) surveys, documenting outcomes to support continuous improvement and patient experience initiatives when required.
• Provides support in ordering office supplies as needed, assisting with maintaining adequate stock levels to meet departmental requirements.
• Monitors and reviews telephone encounters in the PRC bucket, ensuring timely follow-up and resolution of patient inquiries or requests.
• Prepares and maintains the coffee and snacks station to provide a welcoming environment for patients, visitors, and staff.
• Responds to patient questions in a courteous, accurate, and professional manner, ensuring clear communication and a positive service experience.
• Actively participates in staff and departmental meetings, contributing to discussions, sharing feedback, and supporting team and organizational goals.
• Consistently reports for duty on time and maintains reliable attendance to support smooth clinic operations and patient care continuity.
• Ensures productivity by assisting the center in monitoring that the assigned patient population is seen throughout the year, verifying task completion, and maintaining accurate documentation to support operational efficiency and continuity of care.
• Identifies patients expressing dissatisfaction and takes appropriate steps to address their concerns, ensuring needs are met and promoting a positive care experience.
• Perform other duties as assigned by the supervisor.

Job description

Sanitas Medical Centers is seeking a Patient Representative Coordinator (PRC) to be the first point of contact for patients and visitors at our Orlando Medical Center. You will guide the patient journey through pre-visit planning, check-in, check-out, and post-visit follow-up while maintaining accurate records and protecting confidentiality.

The role emphasizes strong communication, organization, and problem-solving skills to ensure timely visits, accurate billing, and high-quality patient