Lead Patient Representative Coordinator

“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

A Lead Patient Representative Coordinator will play a pivotal role in ensuring the seamless interaction between healthcare providers and patients. They will be responsible for supervising and coordinating a team of Patient Representative Coordinator, overseeing their daily activities, and ensuring a high standard of patient care and satisfaction. The primary focus of this role is to enhance the patient experience by managing patient interactions, addressing concerns, and facilitating efficient communication between patients and healthcare professionals.

Essential Job Functions

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

• Team Leadership - Provide leadership and guidance to a team of Patient Representative Coordinators. Conduct regular team meetings, training sessions, and performance reviews.
• Patient Interaction Management - Oversee the handling of patient inquiries, concerns, and feedback. Implement best practices for improving patient satisfaction and experience.
• Training and Development - Develop and implement training programs for Patient Representative Coordinators. Stay updated on healthcare regulations and ensure team members are knowledgeable about relevant policies.
• Communication Facilitation - Act as a liaison between patients and healthcare providers. Collaborate with different departments. Implement strategies.
• Quality Assurance - Monitor and evaluate the performance of Patient Representative Coordinators. Implement quality assurance processes.
• Data Management - Oversee the accurate and confidential management of patient records and information.
• Lead Patient Engagement efforts. - Training and enforcing the use of patient engagement tools to include My Sanitas App, Patient Portal. Additionally, support and lead social media reviews efforts in the center.

Supervisory Responsibilities

Track the performance of the PRC's and greeters at the Front Desk.

Required Education

• Bachelor's degree in healthcare administration, business, or a related field.

Required Experience

• Previous experience in a patient representative or customer service role within a healthcare setting (2+ years).

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of healthcare regulations and patient privacy laws.
• Problem-solving and conflict resolution abilities.

Preferred Qualifications

• Certification in healthcare management or related fields preferred.
• Familiarity with healthcare information systems preferred.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

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

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.