Patient Care Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Patient Care Specialist Professional Scottsdale, AZ, US 2 days ago Requisition ID: 1139 Salary Range: $55,000.00 To $65,000.00 Annually Envita Patient Care Specialist Performance-Based Hiring Profile | Tele-Health Division Location North Scottsdale, AZ Compensation $55,000-$65,000 DOE Schedule Mon-Fri | 9:00-5:00 Role Type About Envita Envita Medical Center is a Scottsdale-based integrative oncology and chronic disease treatment center focused on personalized, precision-based care. Envita combines conventional medicine, advanced diagnostics, genomic science, targeted therapies, clinical services, and Telemedicine with a high-touch patient experience for patients and families facing cancer, Lyme disease, and complex chronic illnesses. At Envita, patients are more than a diagnosis. Every patient should feel seen, heard, respected, supported, informed, and guided through a care experience that can be emotionally, medically, and logistically complex. Position Summary The Patient Care Specialist is a highly organized, patient-focused team member who supports the daily flow of information, scheduling, kit logistics, records, and communication for individuals moving through Envita's clinical and TeleMedicine services. This role sits alongside the Patient Care Executive team and is responsible for the operational backbone of the patient experience so patients feel supported and never dropped between departments. The Patient Care Specialist role is designed as a foundational, high-growth position with a clearly defined pathway forward. Specialists who demonstrate strong learning agility, coordination accuracy, follow-through, patient rapport, and clinical scope awareness can grow into a Patient Care Executive role — Envita's senior patient-facing role that owns full relationship continuity across the clinical and TeleMedicine patient journey. The Patient Care Specialist role is where that trajectory begins. Role Success + Growth Path: A successful Patient Care Specialist delivers accurate coordination and communication across every patient touchpoint, rapidly builds working knowledge of Envita's clinical and TeleMedicine services, supports Patient Care Executives with reliable follow-through, protects clinical scope, documents thoroughly, and demonstrates the learning curve, judgment, and relationship depth required to grow into the Patient Care Executive role over time. How This Role Connects the Patient Journey Before a person becomes a patient, the Patient Care Specialist supports the Patient Care Executive by preparing intake logistics, confirming next steps, sending approved information, and making sure no detail from the initial patient conversation is lost. Once the individual becomes an active patient, the Patient Care Specialist handles the recurring coordination work that keeps the experience seamless — appointment scheduling, kit and record logistics, preparation reminders, documentation, and routine patient communication. The Patient Care Specialist works closely with Patient Care Executives, physicians, Telemedicine providers, nurses, Patient Floor Coordinators, scheduling, financial teams, and operations, closing the small loops that would otherwise create friction for the patient. The Patient Care Specialist is expected to learn quickly, communicate clearly within approved language, and maintain strict boundaries around diagnosis, prescribing, treatment recommendations, and other decisions that belong to licensed clinical professionals or Patient Care Executives. Why This Role Matters Envita patients may be facing serious illness, prior disappointment with conventional options, financial stress, travel strain, family pressure, uncertainty, fear, and complicated treatment decisions. Their experience involves numerous conversations, physicians, Telemedicine interactions, diagnostics, procedures, scheduling changes, records, consents, and follow-up activities — and every one of those is a place where something can slip. The Patient Care Specialist prevents those slips. Average performers process tasks and move on. Exceptional performers anticipate what the patient will need next, close every loop before it becomes a problem, elevate what belongs to the Patient Care Executive or a licensed clinician, and quickly become the person the team relies on for accurate, consistent execution. Core Performance Objectives # Objective Performance Standard 2 Develop clinical and Telemedicine working knowledge Rapidly learn Envita services, common procedures, care pathways, terminology, preparation requirements, and approved patient education content well enough to communicate clearly with patients within scope and to support Patient Care Executives with accurate context. 1 Deliver accurate coordination across the patient journey Complete scheduling, kit logistics, records, preparation, documentation, and communication tasks accurately and on time for every assigned patient. Support the Patient Care Executive in preserving continuity across the prospective-to-active transition. 3 Convert qualified referrals into paid patient enrollments Develop the skills to move assigned qualified referrals through the approved Envita follow-up and enrollment process. Identify barriers, maintain consistent follow-up, communicate approved information clearly, coordinate next steps, and close the loop through paid enrollment or documented disposition. By 90 days, achieve a paid-patient conversion rate on assigned qualified referrals of at least 80% of the established Patient Care Executive/team benchmark while maintaining scope, documentation, and patient-first standards. 4 Support seamless prospective-to-active patient transitions Carry forward important logistics, records, consents, and open items so the patient does not have to re‑explain themselves. Escalate relationship-level continuity work to the Patient Care Executive and keep the operational details on track. 5 Deliver accurate operational and procedural patient communication Explain approved logistical and procedural information (kit instructions, appointment prep, EMR access, scheduling steps) in clear, understandable language. Route clinical questions or medical advice to the Patient Care Executive or the appropriate licensed professional without exception. 6 Coordinate scheduling and patient logistics Schedule appointments and coordinate provider availability, preparation requirements, changes, consents, and kit shipments accurately. Flag conflicts to the Patient Care Executive early so they can be resolved before they become patient problems. 7 Support service recovery when problems occur Identify the correct internal owner for non‑clinical issues, execute the coordination steps, elevate clinical or urgent matters to the Patient Care Executive or licensed clinician, and close the loop with the patient. 8 Maintain exceptional documentation and follow-up discipline Document significant interactions, commitments, next steps, questions, and escalations accurately and promptly. Track open items until complete and protect confidentiality at all times. 9 Coordinate across clinical, TeleMedicine, and internal teams Operate as an accurate communication bridge across Patient Care Executives, physicians, Telemedicine, nursing, PFC, scheduling, finance, intake, and operations. Route issues to the right owner and confirm successful handoffs. What Success Looks Like — First 30 Days Learn Envita's mission, values, patient-first standards, overall patient journey, clinical and TeleMedicine structure, provider roles, and escalation pathways. Begin learning major services, common procedures, preparation requirements, approved patient communication language, and the boundaries between coordination and clinical advice. Learn scheduling, CRM/documentation workflows, kit logistics, communication standards, privacy expectations, and follow-up requirements. Shadow Patient Care Executives and observe clinical/Telemedicine workflows when appropriate. Demonstrate strong learning agility, retention, warmth, professionalism, emotional intelligence, organization, confidentiality, and coachability. Begin supervised patient coordination tasks and basic scheduling activities under Patient Care Executive direction. Begin structured conversion training by shadowing Patient Care Executive referral conversations, learning the referral-to-paid-patient funnel, approved follow-up cadence, common non‑clinical barriers, CRM statuses, and the boundaries between patient education and clinical advice. Success measures: onboarding milestones completed on time, accurate recall of core patient-journey information, strong early coaching feedback, no avoidable confidentiality or scope concerns, successful completion of conversion/funnel training and observed practice, and clear evidence that the individual can rapidly learn and communicate complex information. What Success Looks Like — Within 60 Days Reliably complete routine patient coordination tasks and common scheduling needs with limited supervision. Explain common Envita processes, kits, and procedural expectations accurately using approved information. Demonstrate reliable follow-through, timely documentation, and consistent tracking of open commitments. Coordinate common scheduling, records, and logistical needs across patients, providers, Patient Care Executives, and internal teams. Recognize questions that require clinical or Patient Care Executive escalation and route them appropriately without overstepping scope. Build trust with patients, Patient Care Executives, physicians, Telemedicine providers, and support teams. Independently manage a controlled subset of qualified referrals under Patient Care Executive oversight, complete at least 95% of required follow-up actions within the established response/cadence standard, accurately document barriers and disposition, and demonstrate the ability to advance appropriate referrals toward paid enrollment without pressure or scope overreach. Success measures: growing confidence on coordination tasks, at least 95% completion of required referral follow-up within the established cadence, accurate patient communication and CRM disposition, positive team feedback, appropriate escalation judgment, measurable movement of assigned qualified referrals through the funnel, and continued growth in clinical and procedural knowledge. What Success Looks Like — Within 90 Days Reliably complete the coordination work for assigned patients across both prospective and active stages of the journey, with Patient Care Executive direction as needed. Demonstrate substantial working knowledge of Envita's clinical and TeleMedicine services, patient pathways, common procedures, and operational requirements. Prepare patients effectively for appointments, consultations, procedures, kits, and next steps. Balance multiple competing patient priorities, scheduling needs, and follow-ups without dropped details. Handle routine logistical issues confidently and elevate clinical, urgent, or sensitive matters to the Patient Care Executive correctly. Become a dependable internal partner who closes communication loops and reduces patient confusion. Own an assigned qualified-referral workload within defined scope and demonstrate paid‑patient conversion performance at a minimum of 80% of the established Patient Care Executive/team benchmark, while maintaining at least 95% required follow-up completion and no avoidable clinical‑scope violations. Success measures: leadership confidence in reliable coordination execution, at least 95% required referral follow-up completion, paid‑patient conversion performance at or above 80% of the established team benchmark on assigned qualified referrals, strong documentation, positive patient experience indicators, reduced avoidable escalations, no avoidable scope violations, and consistent demonstration of Envita values. Growth Path — 12 Months and Beyond The trajectory below reflects what strong performance in the Patient Care Specialist role looks like over the first 12 months and beyond, culminating in readiness to grow into a Patient Care Executive role. Patients and internal teams recognize the Patient Care Specialist by name because of consistent knowledge, responsiveness, and follow‑through on coordination and communication. Patient Care Executives rely on the Specialist to handle the operational workload, prepare patients, and surface issues early — freeing the Executive to focus on relationship and clinical judgment work. The Specialist demonstrates deep working knowledge of Envita's services, patient pathways, and internal workflows; consistently contributes to referral‑to‑paid‑patient conversion; and begins engaging in more substantive patient conversations under Patient Care Executive supervision. Scheduling coordination, kit logistics, documentation, escalation judgment, and service‑recovery execution are consistently strong across a growing patient panel. The Specialist identifies recurring friction points and contributes practical ideas that improve the patient experience and internal workflow. Leadership views the individual as ready — or nearing readiness — to move into the next patient‑conversion career‑path role, having demonstrated the learning, judgment, relationship depth, referral follow‑up discipline, and measurable conversion capability required for greater ownership of referral‑to‑patient #J-18808-Ljbffr