Patient Representative Coordinator

Sanitas; Orlando (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Sanitas in Central Florida seeks a Patient Representative Coordinator (PRC) to greet patients, manage check-in/check-out, and support the patient journey from pre-visit planning through follow‑up while maintaining accurate records and protecting confidentiality.

You will collaborate with clinical and administrative staff to verify insurance eligibility, collect copayments, schedule follow-up visits, and ensure timely, compassionate service across the Medical Center.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in customer-facing roles (healthcare front desk preferred).
• Strong communication, empathy and problem-solving skills.

Responsibilities

• Greet patients and visitors in a friendly, professional manner and direct them.
• Verify insurance eligibility and collect copayments; process pre-visit planning.
• Check-in/check-out, update records, and schedule follow-up visits in eCW/Leap.
• Protect patient confidentiality and comply with PHI/privacy rules.
• Support billing processes and ensure timely, accurate administration.

Skills

Compassion

Communication skills

Organization

Multitasking

Problem solving

Customer service

Education

High School Diploma

Tools

eCW scheduling

Leap

Availity

Job description

Job Details

• Job Location: Central Florida Region - Orlando, FL 32825
• Position Type: Full Time
• Travel Percentage: Up to 5%
• Job Shift: On Site
• Job Category: Clinical Operations
• 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 document 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 upload 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.
• Maintain 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.
• Ensure 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.
• Provide support in ordering office supplies as needed, assisting with maintaining adequate stock levels to meet departmental requirements.
• Monitor and review telephone encounters in the PRC bucket, ensuring timely follow‑up and resolution of patient inquiries or requests.
• Prepare and maintain the coffee and snacks station to provide a welcoming environment for patients, visitors, and staff.
• Respond to patient questions in a courteous, accurate, and professional manner, ensuring clear communication and a positive service experience.
• Actively participate in staff and departmental meetings, contributing to discussions, sharing feedback, and supporting team and organizational goals.
• Consistently report for duty on time and maintain reliable attendance to support smooth clinic operations and patient care continuity.
• Ensure 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.
• Identify patients expressing dissatisfaction and take appropriate steps to address their concerns, ensuring needs are met and promoting a positive care experience.
• Perform other duties as assigned by the supervisor.

Qualifications

• Supervisory Responsibilities: This position has no supervisory responsibilities.
• Required Education: High School Graduate or equivalent.
• Required Experience:
  • 1‑3 years in customer‑facing roles (hospitality, retail, call center, or healthcare front desk).
  • Proven track record of delivering exceptional customer service in a fast‑paced setting.
  • Experience with scheduling, check‑in/out, payments, or reservations.
  • Comfortable handling escalations and resolving issues with professionalism.
  • Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.
• Required Licenses and Certifications: N/A
• Required Knowledge, Skills, and Abilities:
  • Compassion: Identifies the needs of patients and visitors by actively listening and observing, and takes appropriate steps to help address those needs with empathy, respect, and professionalism.
  • Computer Skills.
  • Ability to work in a fast‑paced environment.
  • Consistently reports for duty on time.
  • Service Excellence Focus.
  • Communication skills: Clear, empathetic, and professional verbal and written skills.
  • Organization and Multitasking: Manages check‑ins, calls, and administrative tasks efficiently.
  • Technology Skills: Familiar with scheduling systems, POS, or office software.
  • Problem‑Solving Skills: Handles patient/guest concerns calmly and effectively.
  • Collaboration and teamwork: Support center team to take care of assigned population and achieve center goals.
• Preferred Qualifications:
  • 3+ years of experience in customer service and the medical field preferred.
  • College or vocational training is preferred.
  • Relevant or any other job‑related vocational coursework preferred.
• Financial Responsibilities: The financial responsibilities of this position include avoiding claim denials, collecting copayments, and pending balances.
• Budget Responsibilities: This position does not currently have budget responsibilities.
• Languages: Advanced English is required. Bilingual Spanish or Creole is preferred.
• Travel: Required - This position must be able to rotate weekends, holidays, shifts and center location according to company needs.

Physical Demands and Work Environment

• Prolonged periods working at a computer, preparing reports, and participating in meetings.
• Regular travel to clinics, market sites, and corporate offices may be required.
• May spend significant time in clinical or operational settings to support staff, oversee projects, or conduct audits; exposure to healthcare environments (noise, temperature variation, patient interaction) is possible.
• Comfort working in a fast‑paced, high‑demand environment with competing priorities.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally (1‑33% of time on the job)
• May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Not Applicable N/A
• May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Not Applicable N/A
• Must be able to ascend and descend ladders, stairs, or other equipment. Not Applicable N/A
• Subject to exposure to hazardous material. Occasionally (1‑33% of time on the job)