Patient Intake and Experience Coordinator

Job Description

Job Description

Envita Interventional Radiology

Patient Intake and Experience Coordinator

$18-22 Per Hour

Location: Scottsdale, Arizona
Work Environment: On-Site
Position Type: Full-Time, Patient-Facing Front Office

Be the Welcoming First Presence of Envita Interventional Radiology

Patients arriving at Envita Interventional Radiology may be facing cancer, chronic illness, pain, uncertainty, or anxiety about an upcoming procedure.

The Patient Reception Coordinator is often the first person they meet.

This role is responsible for creating a warm, professional, and reassuring arrival experience while completing patient check-in accurately and supporting an organized flow between patients, visitors, clinical staff, and administrative team members.

The right person will combine hospitality-level service with medical front-office accuracy, emotional intelligence, confidentiality, organization, and reliable follow-through.

About Envita Interventional Radiology

Envita Interventional Radiology provides advanced, minimally invasive procedures within a specialized, patient-centered environment.

Patients may arrive for consultations, diagnostic procedures, biopsies, embolization, ablation, interventional oncology procedures, or follow-up care.

Every interaction contributes to the patient experience. The Patient Reception Coordinator helps patients feel welcomed, respected, informed, and confident that they have arrived at a place where people are prepared and genuinely concerned about their well-being.

Why the Position Exists

The Patient Reception Coordinator protects the physical front door of Envita Interventional Radiology.

The position exists to:

• Create a positive and reassuring first impression.
• Welcome patients, families, and visitors with warmth and professionalism.
• Complete accurate and efficient patient check-in.
• Confirm required information, forms, and signatures.
• Communicate patient arrivals promptly.
• Help patients understand what happens next.
• Maintain an organized, confidential, and welcoming reception environment.
• Answer calls and route questions accurately.
• Support the clinical and administrative team with dependable front-office assistance.

Patients may not remember every administrative detail, but they will remember whether they felt welcomed, respected, and cared for.

Position Summary

The Patient Reception Coordinator serves as the primary front-desk resource for patients, families, visitors, and staff.

Responsibilities include welcoming patients, verifying identity, assisting with registration, confirming demographic information, collecting required documentation, updating the electronic medical record, answering incoming calls, communicating patient arrivals, and supporting routine administrative needs.

Success requires the ability to remain friendly, composed, and accurate while managing patients, telephone calls, paperwork, visitors, and changing priorities.

Core Performance Objectives

1. Deliver an Exceptional Arrival Experience

Create a warm, calm, and professional first impression for every patient, family member, and visitor.

Success Measures

• Greet patients promptly and courteously.
• Communicate with appropriate eye contact, tone, attentiveness, and respect.
• Help patients understand the immediate next step.
• Avoid appearing rushed, distracted, cold, or transactional.
• Ensure patients feel welcomed and acknowledged throughout their wait.
• Receive consistently positive feedback regarding professionalism and compassion.

2. Complete Patient Check-In Accurately

Verify patient identity, demographics, forms, signatures, and required documentation while protecting privacy and minimizing delays.

Recommended Success Measures

• Achieve at least 98% check-in documentation accuracy after training.
• Follow approved patient-identification procedures consistently.
• Identify missing information, forms, or signatures before completing check-in.
• Enter information accurately into the electronic medical record.
• Avoid preventable duplicate records, demographic errors, or misplaced documents.
• Complete check-in within established service standards.

3. Support Efficient Patient Flow

Communicate patient arrivals, readiness, delays, and relevant non-clinical needs promptly.

Recommended Success Measures

• Record and communicate patient arrivals immediately.
• Notify the appropriate team member promptly after check-in is completed.
• Communicate late arrivals, mobility needs, interpreter needs, or missing documentation.
• Direct patients to the appropriate waiting area.
• Maintain awareness of patients experiencing extended waits.
• Provide approved non-clinical updates without making promises that cannot be guaranteed.
• Prevent avoidable missed handoffs or waiting-room confusion.

4. Create Calm During Stressful Situations

Respond to anxious, frustrated, confused, or uncomfortable patients with empathy, professionalism, and appropriate boundaries.

Success Measures

• Listen without interrupting or becoming defensive.
• Acknowledge concerns and communicate respectfully.
• Remain calm during emotionally difficult interactions.
• Resolve routine non-clinical concerns when appropriate.
• Escalate clinical, safety, privacy, or urgent matters immediately.
• Avoid providing medical advice or interpreting clinical information.
• Confirm that important concerns have been handed to the correct person.

5. Maintain Professional Telephone and Administrative Operations

Manage incoming calls, visitors, documentation, and routine front-office responsibilities professionally and accurately.

Success Measures

• Answer calls using approved greeting and telephone standards.
• Identify the caller’s need before routing the call.
• Transfer calls and document messages accurately.
• Manage visitors, deliveries, mail, scanning, and filing.
• Prepare patient packets and educational materials.
• Complete electronic documentation accurately and promptly.
• Keep the reception area clean, organized, and welcoming.

6. Protect Confidentiality and Demonstrate Sound Judgment

Maintain HIPAA compliance and understand what can be handled independently and what requires escalation.

Success Measures

• Verify identity before discussing protected information.
• Avoid discussing patient information where others may overhear.
• Protect printed and electronic patient information.
• Escalate medical symptoms, clinical questions, safety concerns, privacy issues, or threatening behavior.
• Remain within the approved administrative scope of the position.
• Complete all required HIPAA, safety, and compliance training.
• Maintain zero avoidable confidentiality violations.

Patient Experience Standards

Every patient and family member should feel:

• Welcomed
• Seen and heard
• Treated with dignity
• Calm and supported
• Properly guided
• Confident that their information is being handled accurately
• Assured that the appropriate team knows they have arrived

Every interaction should leave the patient feeling more supported and less uncertain.

First 30 Days

The first 30 days will focus on learning Envita Interventional Radiology’s mission, patient population, front-desk procedures, systems, communication standards, and escalation pathways.

Expected Results

• Complete required onboarding, HIPAA, safety, and systems training.
• Learn patient identification, check-in, registration, and documentation procedures.
• Learn the EMR, telephone system, scanning, filing, and visitor processes.
• Understand the general patient arrival and procedural workflow.
• Demonstrate warmth, punctuality, professionalism, and coachability.
• Begin completing routine check-in tasks accurately with supervision.
• Demonstrate appropriate boundaries regarding clinical questions.

First 60 Days

By Day 60, the Patient Reception Coordinator should independently manage routine arrivals, check-in activities, calls, visitors, and front-desk responsibilities.

Expected Results

• Complete routine check-ins accurately and efficiently.
• Communicate patient arrivals promptly.
• Maintain a welcoming and organized reception area.
• Answer and route calls professionally.
• Complete accurate EMR entry, scanning, and filing.
• Recognize and escalate clinical, urgent, or privacy-related concerns.
• Remain composed during busy periods.
• Follow through reliably on messages, requests, and handoffs.

First 90 Days

By Day 90, the Patient Reception Coordinator should be a dependable front-desk representative capable of protecting patient experience, check-in quality, confidentiality, and patient flow.

Expected Results

• Meet established check-in and documentation standards.
• Consistently provide a warm and professional patient experience.
• Maintain timely and accurate arrival communication.
• Handle routine non-clinical concerns independently.
• Escalate sensitive or urgent concerns correctly.
• Balance patients, telephone calls, visitors, and administrative priorities.
• Demonstrate reliable attendance, accountability, and follow-through.
• Build trust across the Envita Interventional Radiology team.

Exceptional Success After One Year

Within the first year, the Patient Reception Coordinator should become a trusted representative of Envita Interventional Radiology.

Exceptional success includes:

• Patients and families consistently experience a warm and professional arrival.
• Check-in and documentation errors are rare.
• Patient arrivals are communicated accurately and promptly.
• Patients experiencing delays or uncertainty are acknowledged and supported.
• Front-desk operations remain organized during busy periods.
• Leadership receives positive feedback regarding compassion, professionalism, and reliability.
• The employee identifies practical improvements to patient experience or front-office operations.
• The employee consistently represents Envita’s standards of integrity, gratitude, humility, accountability, and service.

Key Performance Indicators

Performance Area

Measurement

Patient arrival experience

Warmth, professionalism, empathy, clarity, and patient feedback

Check-in accuracy

Identity verification, demographics, forms, signatures, and documentation

Patient-flow communication

Timeliness and accuracy of arrival notifications and handoffs

Documentation quality

EMR accuracy, scanning, filing, completeness, and timeliness

Telephone quality

Professional greeting, routing accuracy, message quality, and confidentiality

Waiting-room awareness

Recognition of extended waits, discomfort, or patient confusion

Escalation judgment

Proper handling of clinical, urgent, safety, and privacy concerns

Follow-through

Completion of messages, requests, documentation, and handoffs

Team partnership

Reliability, communication, professionalism, and cooperation

Culture alignment

Compassion, integrity, gratitude, accountability, and patient-first behavior

Ideal Candidate Profile

Preferred Background

• Medical reception
• Patient access or registration
• Medical front office
• Imaging or outpatient procedure center
• Oncology or specialty healthcare
• Hospital admissions
• Patient services
• Concierge medicine
• High-level hospitality or customer service

Must-Have Traits

• Warm and approachable
• Compassionate
• Professional
• Emotionally intelligent
• Organized and detail-oriented
• Calm under pressure
• Dependable
• Coachable
• Discreet
• Accountable
• Comfortable serving patients facing serious medical conditions

Required Qualifications

• High school diploma or equivalent.
• Strong interpersonal and communication skills.
• Basic computer proficiency.
• Ability to multitask in a patient-facing environment.
• Ability to maintain confidentiality.
• Professional appearance and demeanor.

Preferred Qualifications

• Previous healthcare or medical office experience.
• Patient registration or front-desk experience.
• Experience with electronic medical records.
• Experience using a multi-line telephone system.

Top Performer Profile

A top performer welcomes each patient personally, notices patient needs early, completes check-in accurately, communicates arrivals promptly, protects confidentiality, and keeps the front desk calm and organized.

This person follows through without repeated reminders, remains composed when several demands occur at once, and knows when to independently resolve an issue and when to escalate it.