Patient Intake Coordinator

Job Description

Job Description:\n\n Patient Intake Coordinator ENVITA | Full-Time | On-Site | Scottsdale, Arizona | Compensation: $25-$27 per hour Help Patients Feel Heard, Calm, Supported, and Confident From the First Call Every day, patients and families contact Envita searching for hope, clarity, and options they may not have found elsewhere. Many are facing cancer, Lyme disease, complex chronic illness, uncertainty, fear, frustration, or emotional exhaustion. The Patient Intake Coordinator is often the first live voice a patient hears when they contact Envita. This role exists to ensure every caller is greeted with warmth, professionalism, empathy, and confidence, while also helping gather accurate preliminary information and connecting the patient to the appropriate Patient Care Coordinator or internal team member. This is not a traditional front desk or call transfer role. It is a mission-critical patient experience position that helps protect the quality of Envita’s first impression, supports responsive lead intake, and helps patients move to the right next step with clarity and confidence. About Envita Envita Medical Center is a nationally recognized integrative oncology and chronic disease treatment center located in Scottsdale, Arizona. Envita combines conventional medicine, advanced diagnostics, genomic science, immunotherapy, targeted therapies, and personalized treatment strategies to help patients facing cancer, Lyme disease, and other complex chronic illnesses. 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. Why the Job Exists Envita is experiencing growth as more patients and families seek innovative care options beyond conventional approaches. As call volume and patient interest increase, Envita must ensure that every patient receives a calm, compassionate, high-quality first response even when a Patient Care Coordinator is unavailable. The Patient Intake Coordinator role exists to:Answer incoming patient calls with warmth, professionalism, and empathy.Create a positive first impression of Envita.Help patients feel heard, respected, and supported.Complete accurate partial intake questions when appropriate.Help qualify inbound leads and guide appropriate patients to the right next step.Respond to approved emails and text messages related to patient onboarding, intake readiness, and next-step communication.Field high-level patient-related text messages between calls and route clinical, urgent, or sensitive matters appropriately.Document patient information clearly and correctly in Salesforce or the appropriate system.Route patients to the right Patient Care Coordinator or internal team member.Reduce patient anxiety and confusion.Protect communication quality, responsiveness, and follow-through.Support a smooth handoff into the patient journey. This role is important because patients may not remember every detail of the first call, but they will remember how they were treated. Position Summary The Patient Intake Coordinator provides compassionate, professional phone-based support for prospective patients and families contacting Envita Medical Center. This individual answers incoming calls, listens carefully, gathers preliminary patient information, completes partial intake questions when a Patient Care Coordinator is unavailable, documents information accurately, and ensures each patient is connected to the proper next step. Between calls, this role also supports patient onboarding communication by responding to approved emails and high-level text messages, documenting communication, routing questions appropriately, and helping ensure newly qualified patients receive timely follow-up from the appropriate Patient Care Coordinator or patient enrollment team member. The position also includes administrative support related to patient onboarding, including responding to approved emails and text messages, documenting those communications, and routing patient questions to the proper next step. Success in this role requires emotional intelligence, warmth, patience, professionalism, attention to detail, strong phone presence, sound judgment, strong written communication, CRM discipline, and the ability to remain calm with patients and families who may be scared, overwhelmed, skeptical, or uncertain. The best person for this role is kind, polished, articulate, organized, coachable, and deeply committed to making every patient feel valued from the first interaction. Why People Choose EnvitaJoin a mission-driven organization helping patients facing some of the most difficult healthcare challenges imaginable.Help create a first impression that reflects compassion, dignity, professionalism, and care.Be part of a culture built on integrity, gratitude, accountability, humility, patient advocacy, and service.Work in a Monday-Friday environment with no nights, weekends, or major holidays.Develop valuable skills in patient communication, healthcare intake, documentation, Salesforce discipline, and patient experience.Make a meaningful difference by helping patients feel calm, supported, and guided during an emotionally difficult time. The Opportunity to Change Lives For many patients, calling Envita is not just a routine phone call. It may be the result of fear, frustration, research, family pressure, medical uncertainty, or disappointment with previous treatment options. The Patient Intake Coordinator helps bring calm and order into that moment. This role helps patients feel:HeardUnderstoodRespectedReassuredProperly guidedConfident that someone will help them The strongest performers do not simply answer the phone. They create emotional safety, gather accurate information, protect the patient experience, support timely documentation, and help the Patient Care Coordinator team serve patients more effectively. Why This Role Matters This role sits at the intersection of patient experience, intake quality, responsiveness, lead qualification, communication accuracy, team support, and brand reputation. A rushed, cold, confusing, or inaccurate first call can create anxiety and weaken trust. A warm, calm, clear, and professional first call can immediately help the patient feel that Envita is different. The Patient Intake Coordinator supports Envita by ensuring incoming patients are greeted with care, captured accurately in the system, contacted or routed quickly, and moved to the right next step without feeling dismissed, transferred around, or treated like a number. Core Areas of ResponsibilityAnswer incoming patient calls professionally and compassionately.Create a warm, calm, and high-quality first impression.Complete approved partial intake questions when a Patient Care Coordinator is unavailable.Qualify inbound leads according to approved criteria and help guide appropriate patients to the next step.Accurately document patient information, needs, call details, text messages, emails, and follow-up notes.Maintain timely Salesforce documentation after calls and patient communications.Respond to approved emails and text messages related to patient onboarding, intake readiness, and non-clinical next-step communication.Field high-level patient-related text messages between calls and route questions appropriately.Perform other administrative support tasks related to patient onboarding, including approved email responses, text message follow-up, CRM documentation, and internal handoff coordination.Route calls, messages, and qualified leads to the proper Patient Care Coordinator, PCE/PCC team member, or internal team member.Support speed-to-lead expectations by helping ensure newly qualified leads receive timely same-day communication or handoff whenever possible.Help support appointment readiness by setting clear expectations and reducing confusion that can lead to cancellations.Identify urgent, sensitive, clinical, or escalated situations and involve the appropriate leader or clinical team member.Support patient communication standards across the front end of the care journey.Maintain professionalism with patients who are emotional, fearful, frustrated, or confused.Follow approved scripts, workflows, privacy standards, documentation expectations, and escalation protocols.Support quality, consistency, responsiveness, and follow-through across the patient intake process. Administrative & Patient Onboarding SupportRespond to approved emails and text messages related to patient onboarding, intake readiness, appointment readiness, and next-step communication.Field high-level patient-related text messages between calls while maintaining appropriate phone responsiveness and patient care standards.Document patient emails, text messages, call notes, next-step details, and internal handoffs accurately in Salesforce or the appropriate system.Route clinical, urgent, sensitive, or complex patient questions to the appropriate Patient Care Coordinator, PCE/PCC team member, leader, or clinical team member.Support timely follow-through on onboarding-related communication so qualified patients receive clear next steps and same-day communication or handoff whenever possible. This administrative support is intended to strengthen patient onboarding, reduce communication gaps, and help protect a warm, organized, and responsive patient experience. Legendary Patient Experience Standards Patients and families should consistently feel:HeardUnderstoodRespectedValuedSupportedCalmProperly guidedConfident that their information was captured accurately Every patient interaction should leave the person feeling more supported and less confused than before the conversation began. What Success Looks Like - First 30 Days During the first 30 days, the Patient Intake Coordinator will focus on learning Envita’s mission, culture, patient journey, intake process, communication standards, systems, approved call workflows, Salesforce documentation standards, and appropriate email/text response protocols. Success MeasuresComplete all onboarding and training milestones.Demonstrate understanding of Envita’s mission, patient population, and patient-first standards.Learn phone systems, CRM/documentation expectations, call routing workflows, intake forms, and onboarding communication standards.Shadow Patient Care Coordinators and observe high-quality patient interactions.Learn what can be handled directly versus what must be routed or escalated.Demonstrate warmth, professionalism, and coachability in early calls.Begin documenting patient information accurately with supervision.Receive positive coaching feedback regarding tone, listening, professionalism, written communication, and attention to detail. What Success Looks Like - Within 60 Days By Day 60, the Patient Intake Coordinator should be independently managing incoming calls, completing approved partial intake workflows, and supporting approved email/text communication with consistency and professionalism. Success MeasuresAnswer calls promptly and professionally.Demonstrate strong phone presence and patient-first communication.Accurately complete approved partial intake questions.Respond to approved onboarding-related emails and high-level text messages with professionalism and appropriate routing.Route patients to the appropriate Patient Care Coordinator, PCE/PCC team member, or internal team member.Maintain accurate, complete, and timely documentation.Begin tracking business-hour inbound lead response, same-day follow-up, call quality, call time, and documentation timeliness.Identify when a patient requires escalation or additional support.Receive positive feedback from patients, PCCs, peers, and leadership.Demonstrate consistent follow-through on messages and handoffs. What Success Looks Like - Within 90 Days By Day 90, the Patient Intake Coordinator should be viewed as a dependable front-door patient experience resource who protects quality, responsiveness, accuracy, and professionalism across incoming patient calls, emails, text messages, and handoffs. Success MeasuresConsistently meet communication quality standards.Maintain strong documentation accuracy and intake completeness.Demonstrate calm, compassionate handling of emotional or complex calls.Support timely response to qualified inbound leads and reduce missed or delayed follow-up.Reduce missed, mishandled, or incomplete handoffs.Support Patient Care Coordinators by preparing clean, accurate patient information.Apply approved communication methods appropriately, including empathy-based validation.Demonstrate trust, reliability, confidentiality, and professionalism.Contribute to improved scorecard outcomes around call access, qualification quality, conversion to appropriate appointment, documentation timeliness, and cancellation control. What Success Looks Like - Within 12 Months Within the first year, the Patient Intake Coordinator should become a trusted and highly dependable member of the patient experience team. Success MeasuresConsistently deliver a warm, professional, and compassionate first-call experience.Maintain high documentation accuracy and intake quality.Support smoother patient handoffs and stronger PCC readiness.Contribute positively to team culture and patient experience outcomes.Serve as a reliable backup support resource when PCCs are unavailable.Support sustained improvement in response time, qualified lead follow-up, call quality, and patient onboarding communication.Demonstrate strong alignment with Envita’s mission, values, and service standards.Be recognized by leadership as someone who protects the patient experience at the front door. Key Performance Objectives & Success Measures KPO #1 - Deliver a High-Quality First Impression Success MeasuresAnswer calls with warmth, professionalism, and calm confidence.Help patients feel heard, respected, and supported.Demonstrate strong tone, pace, patience, and active listening.Avoid sounding rushed, cold, scripted, or transactional. KPO #2 - Complete Accurate Partial Intake and Lead Qualification Success MeasuresGather approved patient information accurately and completely.Ask intake and qualification questions with sensitivity and professionalism.Document information clearly in the appropriate system.Confirm key details to reduce errors and rework.Identify whether the patient is ready for handoff, additional follow-up, or escalation. KPO #3 - Protect Patient Experience During Handoffs Success MeasuresRoute patients to the correct Patient Care Coordinator, PCE/PCC team member, or internal team member.Communicate handoff notes clearly and promptly.Ensure patients understand what will happen next.Reduce confusion, repeated questions, missed follow-up, and avoidable cancellations. KPO #4 - Communicate With Empathy and Professionalism Success MeasuresDemonstrate active listening and emotional awareness.Remain calm with fearful, frustrated, or overwhelmed callers.Validate patient co