Senior Outbound Patient Enrollment Specialist

Job Description

Job Description:\n\n Senior Outbound Patient Enrollment Specialist $60-70K ENVITA | Full-Time with Benefits | On-Site | North Scottsdale, Arizona Monday-Friday | 8-Hour Day Shift | No Nights, Weekends, or Major Holidays Turn Urgent Patient Interest into Trusted Conversations and Timely Access to Care Patient Advocacy | High-Volume Outreach | Consultation Conversion | Telehealth Use Outbound Excellence to Help Patients Take the Next Informed Step Every day, patients and families contact Envita while searching for answers, hope, and treatment options they may not have found elsewhere. Many are facing serious illness, uncertainty, fear, financial concerns, or frustration after exhausting conventional approaches. The Senior Outbound Patient Enrollment Specialist is often one of the first direct human connections in the Envita journey. Through disciplined outreach, active listening, accurate education, and compassionate guidance, this role helps patients feel heard, respected, supported, and confident about the appropriate next step. For the right professional, this is more than a high-volume calling position. It is an opportunity to apply proven outbound performance skills to meaningful work that can change the direction of a patient and family’s healthcare journey. About Envita Envita Medical Centers is a nationally recognized integrative oncology and complex disease treatment organization located in Scottsdale, Arizona. Envita combines conventional medicine, advanced diagnostics, genomic science, immunotherapy, targeted therapies, and highly personalized treatment strategies for patients facing cancer, Lyme disease, and other complex chronic illnesses. For more than two decades, Envita has been dedicated to helping patients seeking innovative options beyond the standard of care. Through a highly personalized and patient-centered approach, Envita develops individualized care strategies around each patient’s biology, health history, and treatment goals. At Envita, patients are more than a diagnosis. Every patient is treated with compassion, dignity, respect, and an unwavering commitment to delivering an exceptional care experience. Our mission is to provide hope, clarity, innovation, and support to patients and families navigating some of the most difficult healthcare challenges imaginable. Join at a Defining Moment in Envita's Growth Story As awareness of Envita’s personalized and integrative approach continues to expand, more patients and families are seeking innovative treatment options beyond conventional care. This growth creates an opportunity for accomplished outbound professionals who want measurable performance, meaningful work, and the ability to help shape a growing patient enrollment operation. At Envita, growth is not simply measured by call volume or appointments. It is measured by the organization’s ability to help more qualified patients access care while protecting trust, accuracy, patient choice, and an exceptional experience. This role is central to that mission. Why the Job Exists Patients who express interest in Envita may be researching multiple options, responding to a referral, returning after an earlier conversation, or trying to make a difficult decision under significant emotional pressure. Without timely, organized, and compassionate follow-up, qualified patients can lose momentum, remain uncertain, or never reach the appropriate provider consultation. This role exists to rapidly engage those patients, understand their needs and barriers, provide accurate non-clinical guidance, and help appropriate individuals move toward a provider consultation. It requires the urgency and discipline of an elite outbound performer combined with the empathy, integrity, and judgment of a patient advocate. Position Summary The Senior Outbound Patient Enrollment Specialist owns a high-volume pipeline of prospective and existing patients and families. The specialist completes disciplined outbound and inbound outreach, earns trust quickly, identifies needs and decision barriers, schedules appropriate provider consultations, supports consultation readiness and attendance, and maintains complete CRM documentation and follow-up ownership. Success is measured through a balanced Performance-Based Hiring scorecard. Activity creates opportunity, conversation quality earns trust, appropriate conversion moves patients toward care, and disciplined documentation protects continuity. High call volume alone is not successful performance when quality, compliance, patient experience, or documentation standards are not met. This is not traditional cold selling or a basic dialer role. Most outreach follows patient interest, prior contact, referrals, or an identified need. The successful person is confident asking for an appropriate next step without becoming scripted, aggressive, transactional, or pressure driven. Why People Choose Envita • Join a mission-driven organization dedicated to helping patients facing serious and complex healthcare challenges. • Apply high-level outbound and consultative communication skills to work that has direct human meaning. • Help patients access innovative, personalized treatment options beyond the standard of care. • Be part of a culture built on compassion, integrity, gratitude, accountability, humility, and patient advocacy. • Work alongside professionals committed to changing lives through innovation and exceptional care. • Enjoy a Monday through Friday day schedule with no nights, weekends, or major holidays. • Receive medical, dental, vision, life, and 401(k) benefits as part of a full-time opportunity. • Grow professionally in a highly measured environment that values coaching, improvement, and proven results. The Opportunity to Change Lives For many patients, an outreach call from Envita is not a routine conversation. It may arrive during a period of fear, exhaustion, skepticism, family pressure, financial uncertainty, or disappointment with previous treatment options. The Senior Outbound Patient Enrollment Specialist brings calm, clarity, urgency, and structure into that moment. The strongest performers listen deeply, identify what is truly preventing movement, explain the process accurately, and help qualified patients make an informed commitment to the next appropriate step. This position is about far more than completing calls or scheduling appointments. It is about earning trust, reducing uncertainty, preserving patient choice, and helping people navigate some of the most important healthcare decisions of their lives. Why This Role Matters This role sits at the intersection of patient experience, speed-to-lead, consultation conversion, consultation attendance, care access, operational visibility, and Envita’s brand reputation. A rushed, inaccurate, or transactional conversation can weaken trust. A compassionate, disciplined, and well-documented conversation can help a qualified patient move forward with confidence. The person in this role directly influences how many qualified patients are reached, how they experience Envita, whether they attend their consultation, and whether the broader team has the information needed to continue the relationship effectively. What Success Looks Like - First 30 Days During the first 30 days, the Senior Outbound Patient Enrollment Specialist will focus on learning Envita’s mission, culture, patient journey, service lines, qualification standards, consultation process, CRM workflows, compliance requirements, communication expectations, and approved follow-up methods. Success Measures • Complete all required onboarding, HIPAA, compliance, CRM, telehealth, patient-journey, and call-quality training. • Achieve 90% or higher on required knowledge assessments. • Demonstrate respectful, accurate, and compassionate patient conversations with an initial monitored-call quality average of at least 85%. • Build toward an average of 75-85 daily calls by the end of the month while protecting conversation quality. • Maintain at least 95% same-day CRM documentation during the learning period. • Learn approved qualification, scheduling, escalation, and follow-up standards with no critical privacy, safety, scope, or integrity errors. • Establish an individual baseline for contact rate, qualified-conversation rate, consultation conversion, and consultation show rate. What Success Looks Like - Within 60 Days By Day 60, the specialist should be independently managing a full outbound workload with reliable conversation quality, timely follow-up, accurate CRM documentation, and increasing effectiveness in moving qualified patients toward consultation. Success Measures • Achieve 100 or more call attempts per day on at least 90% of scheduled workdays without sacrificing quality. • Maintain an 88% or higher monitored-call quality average. • Maintain at least 95% compliance with the approved follow-up cadence. • Attempt 90% of new inquiries within 15 minutes during business hours and 100% within 30 minutes. • Perform at least 85% of the established qualified-conversation-to-consultation conversion target. • Maintain 98% CRM audit accuracy with a documented status, owner, and next action for every active patient. • Demonstrate effective trust building, discovery, barrier navigation, and appropriate scope control. What Success Looks Like - Within 90 Days By Day 90, the specialist should be fully performing at standard and viewed as a dependable, patient-first outbound professional who can manage volume, quality, conversion, follow-up, and documentation without continuous supervision. Success Measures • Sustain 100 or more daily call attempts, a 90% or higher call-quality average, and 98% CRM accuracy. • Consistently meet all approved speed-to-lead and follow-up standards. • Meet or exceed the approved conversion target, with an initial expectation of scheduling 60% or more of qualified live conversations for an appropriate provider consultation. • Achieve a 75% or higher consultation show rate through clear expectations, barrier identification, and disciplined confirmation follow-up. • Demonstrate mature judgment regarding when to educate, clarify, persist, nurture, escalate, or respectfully close an opportunity. • Use performance data and coaching feedback to execute at least one measurable improvement in contact, conversion, show rate, call quality, or documentation. What Success Looks Like - Within 12 Months Within the first year, the Senior Outbound Patient Enrollment Specialist should be recognized as a trusted, high-output patient advocate who produces repeatable results without compromising quality, patient choice, accuracy, or integrity. Success Measures • Rank in the top performance tier on the balanced scorecard, not merely on call volume. • Sustain a 92% or higher call-quality average, 98% CRM accuracy, and 100 or more daily call attempts. • Maintain conversion at or above the approved target and a 78% or higher consultation show rate over a sustained period. • Consistently demonstrate patient advocacy, accurate expectations, ethical urgency, resilient follow-up, and calm handling of complex or emotional conversations. • Contribute at least two adopted improvements to scripts, outreach cadence, lead prioritization, documentation, patient education, or workflow efficiency. • Serve as a credible peer example and support call calibration, onboarding, or coaching when requested. • Receive positive feedback from patients, peers, and leadership regarding professionalism, empathy, accountability, and reliability. Key Performance Objectives (KPOs) & Success Measures The six KPOs below define what the person must accomplish. They serve as the source of truth for recruiting, interviewing, onboarding, coaching, performance management, and Quality-of-Hire reviews. 1. Rapidly Engage New and Existing Patient Opportunities Create timely contact and persistent, organized follow-up so qualified patients do not lose momentum or access because of avoidable delay. Success Measures • Complete 100 or more outbound and inbound attempts per business day at full productivity. • Attempt 90% of new inquiries within 15 minutes during business hours and 100% within 30 minutes. • Maintain at least 95% compliance with the approved follow-up cadence across active opportunities. • Ensure every active patient has a clear CRM status, owner, disposition, and next action. • Prioritize urgent, fresh, high-potential, and nurture-stage opportunities intelligently. 2. Turn Answered Calls into High-Quality Patient Conversations Earn trust quickly, understand the patient’s situation, and create a meaningful conversation rather than merely completing an activity. Success Measures • Maintain a 90% or higher monthly call-quality average after the initial ramp period. • Demonstrate empathy, active listening, discovery, accuracy, clarity, and appropriate control of the conversation. • Consistently identify needs, motivations, concerns, urgency, decision barriers, and the appropriate next step. • Maintain zero critical HIPAA, privacy, patient-safety, misrepresentation, integrity, or clinical-scope errors. • Communicate clearly without diagnosing, promising outcomes, creating false urgency, or pressuring the patient. 3. Convert Qualified Conversations into Appropriate Provider Consultations Guide qualified patients toward the right provider consultation with confidence, clarity, and ethical urgency. Success Measures • Meet or exceed the approved conversion target, with an initial expectation of scheduling 60% or more of qualified live conversations. • Meet established appointment and patient-progression expectations by lead source and service line. • Accurately distinguish qualified, nurture, not-ready, and not-appropriate opportunities. • Validate conversion quality through consultation fit, show rate, documentation, and accurate expectations. • Address concerns and barriers naturally rather than relying on pressure, scarcity, promises, or a rigid script. 4. Improve Consultation Attendance and Patient Readiness Ensure scheduled patients understand the consultation, know what is expected, and receive support in overcoming preventable barriers to attendance. Success Measures • Achieve a 75% or higher consultation show rate by Day 90 and a 78% or higher sustained rate after one year. • Complete all required confirmation, documentation, and readiness steps on at least 95% of scheduled consultations. • Identify and document scheduling, technology, family, financial, fear, travel, or information barriers before the appointment. • Reduce preventable no-shows and last-minute cancellations through clear expectations and purposeful follow-up. • Escalate unresolved barriers early enough for the appropriate team member to act. 5. Maintain Exceptional CRM, Pipeline, and Reporting Discipline Create reliable operational visibility so patients receive continuity and leadership can manage performance using accurate information.