Patient Representative Coordinator

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 is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Patient Representative Coordinator (PRC) is the first point of contact for patients and visitors, ensuring a welcoming and professional experience. This 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 demonstrates strong communication, organizational, and problem-solving skills to engage effectively with patients, staff, and leadership, contributing to efficient operations and service excellence.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Welcome and greet patients and visitors to the Medical Center in a friendly and professional manner; determines the purpose of their visit and directs 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.
• Compile records, and maintain 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.