Patient Intake Manager

Job Description

Job Description

ENVITA

Patient Intake Manager 110-140K

Lead the first conversation. Build patient trust. Create a stronger path to care.

LOCATION

EMPLOYMENT

REPORTS TO

Scottsdale, Arizona | On-site

Full-time | Envita Medical Center

General Manager, Envita Medical Center

The opportunity

Envita is seeking a hands-on Patient Intake Manager to lead the Patient Care Educator (PCE) team, the first point of contact for prospective patients exploring highly personalized oncology and other specialty care options. This leader builds an exceptional inbound experience by combining responsiveness, thoughtful education, accurate qualification, strong coaching and disciplined follow-through.

The team supports the shared patient acquisition funnel serving Envita Medical Center, Envita Insights tele-oncology and Envita Interventional Radiology. The emphasis is on a respectful first conversation and a seamless transition to the next patient-facing team, not pressuring patients to enroll.

Why this role is compelling

• Make a meaningful difference during one of the most important and emotionally complex decisions a patient and family may face.
• Lead, coach and develop a frontline team whose responsiveness and quality shape the patient experience from the first inquiry.
• Build measurable improvements in speed-to-lead, contact rate, quality of education and seamless handoffs.
• Collaborate across specialty-care teams while contributing to a growing, patient-first organization.
• Turn data, call reviews and coaching into visible improvements in both patient experience and team performance.

The performance mission

Ensure that every prospective patient inquiry receives a timely, compassionate and accurate first response, that the appropriate information is captured, and that qualified individuals transition to the next team with complete, reliable documentation.

Key performance objectives

KPO 1 | Establish consistent, measurable intake operations

Within the first 60 days, establish and communicate clear team operating standards for response times, contact attempts, qualification accuracy and documentation, aligned with Envita’s patient acquisition approach. Deliver a monthly Tier 1 performance scorecard.

• Measure speed-to-lead and contact rate daily and review trends with the team.
• Train all shifts on consistent service expectations and track exceptions.
• Use scorecards to identify bottlenecks and make measurable improvements.

KPO 2 | Deliver clean, high-quality patient handoffs

Within 90 days, implement consistent qualification and handoff practices with the receiving patient relations team. Achieve at least 95% documentation completeness by month six.

• Ensure patient needs, goals, relevant intake context, next steps and communication preferences are captured accurately.
• Review returned or incomplete handoffs, identify root causes and coach improvements.
• Partner with downstream colleagues so patients do not need to repeat their story unnecessarily.

KPO 3 | Build excellence in first-level patient education

Within 90 days, train and certify each Patient Care Educator on approved introductory care-path education. Reach at least 90% adherence to approved conversation standards in sampled call reviews by month six.

• Help the team explain available care options at an appropriate introductory level with empathy and clarity.
• Use regular call-quality review and feedback to improve consistency and patient understanding.
• Maintain clear boundaries: the intake team does not offer clinical advice or make care recommendations.

KPO 4 | Coach, calibrate and develop a strong team

Within 90 days, establish a dependable team coaching rhythm with documented one-on-ones, weekly call reviews and consistent performance feedback.

• Develop individual skills through practical coaching and quality calibration.
• Use clear, fair standards for productivity, documentation and patient communication.
• Monitor team engagement, coverage, attendance and retention, taking timely action when support is needed.

KPO 5 | Strengthen CRM quality and funnel visibility

Within the first 60 days, establish disciplined CRM practices and a reliable intake dashboard. Maintain at least 98% completeness of required CRM fields for contacted inquiries.

• Capture lead source and essential inquiry details accurately at first contact.
• Reconcile key dashboard measures monthly and resolve data quality issues promptly.
• Provide dependable funnel-top insights to improve team decisions and downstream service.

KPO 6 | Support appropriate eligibility and routing

Within 90 days, ensure intake conversations consistently capture required location and eligibility information, and that inquiries needing special review are flagged and routed under approved procedures.

• Capture state of residence and other required information for qualified inquiries.
• Keep the team current on approved process changes.
• Refer eligibility, regulatory and clinical questions to the appropriate specialists rather than making independent determinations.

Core scope of ownership

• Lead daily operations, scheduling and performance of the Patient Care Educator inbound phone team.
• Deliver a fast, warm and professional first contact for every inquiry.
• Own first-stage qualification, respectful education, documentation quality and transfer to the receiving team.
• Build a culture of call quality, coaching, CRM accountability and patient-centered communication.
• Monitor team-level service metrics and use evidence to continually improve performance.
• Coordinate with patient conversion, enrollment, marketing, technology and compliance partners.
• Escalate clinical or sensitive patient matters to the appropriate qualified professionals.

What success looks like after 12 months

Speed-to-lead and contact rates consistently meet established targets; first-level qualification and education are reliable; at least 95% of handoffs contain required information; CRM data is accurate; and downstream teams trust the quality of incoming inquiries. Team members receive regular coaching, and patients experience a caring, confident first interaction with Envita.

Your first 90 days

TIMEFRAME

EXPECTED PROGRESS

Days 1–30

Listen to calls, learn the patient journey, build relationships across teams, understand existing workflows and establish baselines for response time, contact rate, quality and handoffs.

Days 31–60

Publish team operating standards, improve performance reporting, align handoff expectations with downstream teams and plan education certification.

Days 61–90

Implement consistent coaching and handoff routines, complete the initial education rollout and publish a dependable intake performance scorecard.

Experience and capabilitiesRequired

• Proven management experience leading a high-volume inbound phone, patient access, intake, call center or lead-qualification team.
• Demonstrated improvements in contact rates, response times, call quality, conversion readiness or similar operational outcomes.
• Direct responsibility for coaching staff, reviewing calls, setting service standards and addressing performance issues constructively.
• Strong CRM documentation discipline, reporting ability and comfort using operational dashboards.
• Clear and empathetic verbal and written communication, particularly in sensitive or high-consideration situations.
• Ability to work full-time on-site in Scottsdale, Arizona.

Relevant backgrounds

• Specialty medicine, patient intake, fertility, destination healthcare or other complex healthcare services.
• High-consideration consumer services with consultative inbound lead teams.
• Experience supervising Patient Care Educators, patient access representatives, intake coordinators or similar first-contact teams.

Leadership attributes

• Patient-first judgme