Patient Experience Navigator

Sanitas Medical Centers; Gilbert (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Sanitas Medical Centers in Gilbert, AZ is seeking a Patient Representative Coordinator to be the first point of contact for patients and visitors. You will guide them through pre-visit planning, check-in, check-out, and post-visit follow-up while handling confidential records and protecting PHI.

You will collaborate with medical staff to ensure timely visits, accurate billing, and a positive patient experience, adhering to privacy regulations and organizational standards.

Responsibilities

• Welcome and greet patients and visitors; determine visit purpose and direct to the right department.
• Review appointments to pre-visit planning; validate insurance; confirm copayments and balances; contact patients about eligibility.
• Handle check-in for scheduled and walk-in patients; verify appointment and visit type; collect copays and update demographics.
• Monitor schedules and workflows to minimize wait times and improve patient satisfaction.
• Conduct check-out, update notes, collect balances; confirm prescriptions, referrals, labs, and imaging; schedule follow-ups.
• Monitor high-risk patients and coordinate follow-up and care program enrollment.
• Maintain confidential patient charts and records in compliance with standards.
• Protect PHI; secure information and log off workstations.
• Maintain a safe and organized workspace per policy.
• Follow workflows to prevent claim denials and support accurate billing.
• Make post-visit follow-up calls and document outcomes for service recovery.
• Assist with ordering supplies and maintaining stock levels.
• Monitor PRC telephone encounters and ensure timely follow-up.
• Maintain coffee/snacks station to welcome patients and staff.
• Respond to patient questions with courteous, clear communication.
• Participate in staff meetings and support team goals.
• Maintain reliable attendance to support clinic operations.
• Monitor patient population and verify task completion to support efficiency.
• Identify dissatisfied patients and address concerns to ensure needs are met.
• Perform other duties as assigned.

Job description

Sanitas Medical Centers in Gilbert, AZ is seeking a Patient Representative Coordinator to be the first point of contact for patients and visitors. You will guide them through pre-visit planning, check-in, check-out, and post-visit follow-up while handling confidential records and protecting PHI.

You will collaborate with medical staff to ensure timely visits, accurate billing, and a positive patient experience, adhering to privacy regulations and organizational standards.