Patient Intake Coordinator

Patient Intake Coordinator

ENVITA | Full-Time | On-Site 4 days-Sat. at home| 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 Envita

• Join 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:

• Heard
• Understood
• Respected
• Reassured
• Properly guided
• Confident 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 Responsibility

• Answer 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 Support

• Respond 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:

• Heard
• Understood
• Respected
• Valued
• Supported
• Calm
• Properly guided
• Confident 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 Measures

• Complete 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 Measures

• Answer 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 Measures

• Consistently 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 Measures

• Consistently 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 Measures

• Answer 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 Measures

• Gather 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 Measures

• Route 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 Measures

• Demonstrate active listening and emotional awareness.
• Remain calm with fearful, frustrated, or overwhelmed callers.
• Validate patient concerns without overpromising or giving clinical advice.
• Maintain professionalism during sensitive conversations.

KPO #5 - Support Quality, Documentation, and Follow-Up Discipline

Success Measures

• Maintain timely and accurate documentation.
• Follow approved scripts, workflows, and privacy standards.
• Complete messages, call notes, emails, text notes, and internal handoffs within expected timeframes.
• Demonstrate strong attention to detail and ownership.
• Use Salesforce consistently so patient communication, lead status, next steps, and handoffs are visible and accurate.

KPO #6 - Support Email, Text Message, and Patient Onboarding Communication

Success Measures

• Respond to approved patient onboarding-related emails and text messages with warmth, clarity, and professionalism.
• Field high-level text messages between calls without allowing written communication to compromise phone responsiveness.
• Route clinical, urgent, sensitive, or complex questions to the appropriate team member instead of attempting to answer beyond scope.
• Document meaningful written communication and next steps in the appropriate system.
• Protect confidentiality, privacy, tone, accuracy, and patient confidence in all written communication.

KPO #7 - Meet Initial Phone Intake Scorecard and KPI Expectations

Success Measures

• Answer at least 80% of inbound leads during business hours during the current staffing phase, with the expectation that this improves as staffing and coverage expand.
• Support same-day contact, documentation, or handoff for at least 50% of newly qualified leads through the Intake Coordinator, PCE, PCC, or appropriate patient enrollment team member.
• For qualified leads rated 2 through 5 on the quality score, guide or route 70% to an appointment with the appropriate PCE/PCC or Patient Care Coordinator team member.
• Maintain an initial target call time of approximately 5-8 minutes for appropriate intake calls while preserving empathy, qualification quality, and patient understanding.
• Complete Salesforce documentation within approximately 2 minutes after the call when feasible, with this metric measured and calibrated for accuracy, quality, and workflow reality.
• Help maintain appointment cancellation levels below 30% as an initial starting target by setting clear expectations, documenting accurately, and ensuring the patient understands next steps.
• Use scorecard feedback to improve call access, speed-to-lead, qualification quality, conversion to appropriate appointment, documentation discipline, and cancellation control over time.

KPO #8 - Embody Envita's Mission, Culture, and Values

Success Measures

• Consistently demonstrate compassion, humility, integrity, gratitude, accountability, and professionalism.
• Treat every caller with dignity and respect.
• Support team members with a positive, service-first mindset.
• Represent Envita as a trusted ambassador of the patient experience.

Initial Scorecard Philosophy

The goal is not to rush patients to the calendar. The purpose of the scorecard is to protect quality, responsiveness, qualification accuracy, and patient confidence while improving the front-end intake process over time.

Calls should be evaluated using a balanced scorecard that includes:

• Speed to answer and speed back to lead.
• Warmth, empathy, tone, and active listening.
• Quality of qualification and accuracy of patient information.
• Ability to guide appropriate qualified patients to the right next step.
• Clear expectation-setting to support appointment readiness and reduce cancellations.
• Salesforce documentation accuracy and timeliness.
• Appropriate escalation of clinical, urgent, sensitive, or complex situations.
• Overall patient experience and confidence created during the interaction.

Scorecard standards may be refined as Envita improves staffing, call coverage, systems, training, and workflow expectations.

Ideal Candidate Profile

The ideal candidate is a warm, articulate, emotionally intelligent professional who enjoys helping people and can create trust quickly over the phone and in written communication. They are organized, dependable, detail-oriented, coachable, and comfortable speaking with patients and families who may be scared, overwhelmed, or uncertain.

They understand that their role is not to diagnose, advise clinically, or pressure anyone. Their role is to listen, reassure, gather accurate information, document clearly, respond professionally, and help patients move to the right next step with confidence.

Preferred Backgrounds

• Healthcare intake
• Patient access
• Medical front office
• Specialty healthcare
• Concierge medicine
• Oncology or chronic illness support environments
• Healthcare call center
• High-touch customer service
• Hospitality or concierge service
• Admissions or enrollment support
• Administrative support involving phone, email, text, CRM, and patient/customer documentation
• Any role requiring calm, professional phone and written communication with emotionally sensitive clients

Education

• High school diploma or equivalent required.
• Associate degree or some college preferred.
• Healthcare, medical office, patient intake, administrative support, CRM, or customer service experience preferred.

Must-Have Traits

• Warm, kind, patient, and emotionally intelligent.
• Excellent phone presence.
• Strong listener who does not interrupt or rush callers.
• Clear, professional, and articulate communicator.
• Strong written communication for approved emails, texts, and patient onboarding messages.
• Accurate and detail-oriented with documentation.
• Comfortable working in Salesforce or similar CRM/documentation systems.
• Highly dependable and accountable.
• Coachable and open to feedback.
• Calm under pressure.
• Able to handle emotional conversations without becoming overwhelmed.
• Strong judgment about when to escalate.
• Mission-aligned and patient-first.

Core Competencies

• Empathy
• Active listening
• Phone communication excellence
• Professional email and text communication
• Patient intake accuracy
• Lead qualification discipline
• Documentation quality
• Salesforce/CRM discipline
• Speed-to-lead responsiveness
• Warmth and professionalism
• Emotional intelligence
• Follow-up discipline
• Judgment and escalation awareness
• Confidentiality
• Coachability
• Team collaboration
• Mission alignment

What Separates Top Performers

Average performers answer the phone and pass along messages.

Strong performers make patients feel calm, heard, and properly guided.

Exceptional performers protect the Envita experience by creating trust from the first call, gathering accurate information, documenting clearly, responding professionally across phone, email, and text, routing patients correctly, and supporting Patient Care Coordinators with clean, complete, high-quality intake information.

Top performers understand that the first call can shape how a patient feels about Envita before they ever meet a provider or Patient Care Coordinator. They balance responsiveness with empathy, quality with speed, and documentation discipline with human connection.

Saturday at home
4 days in office during the week.