Patient Care Coordinator

Job Description

Job Description:\n\n Patient Care Coordinator $60 – 65K plus Comm. ENVITA | Full-Time | On-Site | Scottsdale, Arizona Help Patients Find Hope, Clarity, and Confidence During Life's Most Difficult Moments Be the First Human Embodiment of the Envita Experience Every day, patients and families come to Envita searching for answers, hope, and options they may not have found elsewhere. Many are facing difficult diagnoses, uncertainty, fear, or frustration after exhausting conventional approaches. The Patient Care Coordinator is often one of the very first people they encounter on their Envita journey. Through compassion, communication, and patient advocacy, this role helps patients feel heard, understood, supported, and confident about taking the next step. For the right person, this is more than a job. It is an opportunity to make a meaningful difference in the lives of patients and families during some of the most important healthcare decisions they will ever face. 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. For more than two decades, Envita has been dedicated to helping patients who are seeking innovative options beyond the standard of care. Through a highly personalized and patient-centered approach, Envita develops individualized treatment plans designed around each patient's unique 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 exciting opportunity for professionals who are passionate about making a meaningful difference in the lives of others while helping shape the future of patient-centered healthcare. At Envita, growth is not simply measured by patient volume. It is measured by our ability to maintain exceptional patient experiences while helping more individuals access innovative, personalized care. The Patient Care Coordinator plays a critical role in supporting this mission. Why the Job Exists Envita is experiencing significant growth as more patients seek innovative treatment options beyond the standard of care. As awareness of Envita's personalized, patient-centered approach continues to expand, the organization is committed to ensuring every patient receives an exceptional experience from their first interaction through their entire care journey. The Patient Care Coordinator role exists to help support this growth by serving as a trusted guide for patients and families during some of the most important and emotionally challenging decisions of their lives. This role plays a critical part in strengthening patient communication, improving consultation readiness, enhancing patient experience, reducing uncertainty, and ensuring every interaction reflects Envita's commitment to compassion, professionalism, innovation, and patient advocacy. Position Summary The Patient Care Coordinator provides a high-touch, highly personal experience for prospective and active patients through phone, Zoom, and in-person interactions. This individual serves as a trusted resource throughout the patient journey by helping patients understand their options, prepare for consultations, navigate questions and concerns, and feel supported throughout their experience with Envita. Success in this role requires exceptional emotional intelligence, communication skills, learning agility, and the ability to quickly build trust. The ideal candidate is warm, compassionate, knowledgeable, and confident while maintaining a patient-first approach that helps individuals move forward with clarity and confidence. This role is not simply about answering questions or coordinating activities. It is about creating trust, reducing uncertainty, improving patient preparedness, and delivering an extraordinary patient experience during some of the most important healthcare decisions a patient and family may ever face. Why People Choose Envita • Join a mission-driven organization dedicated to helping patients facing some of the most difficult healthcare challenges imaginable. • Help patients access innovative, personalized treatment options beyond the standard of care. • Be part of a culture built on compassion, integrity, gratitude, accountability, and patient advocacy. • Make a meaningful difference in the lives of patients and families every day. • Work alongside passionate professionals committed to changing lives through innovation and exceptional care. • Enjoy a Monday through Friday schedule with no nights, weekends, or major holidays. • Grow professionally in a rapidly expanding organization committed to excellence. The Opportunity to Change Lives Every day, patients and families come to Envita searching for answers, hope, and options they may not have found elsewhere. Many are facing difficult diagnoses, uncertainty, fear, or frustration after exhausting conventional approaches. The Patient Care Coordinator is often one of the first people patients encounter on their Envita journey. Through phone, Zoom, and in-person interactions, this role helps patients feel heard, understood, supported, and confident about taking the next step. This position is about far more than coordinating appointments or answering questions. It is about building trust, reducing uncertainty, creating clarity, and helping patients navigate some of the most important healthcare decisions of their lives. For those who are passionate about serving others and making a meaningful difference, this role offers the opportunity to positively impact patients and families every single day. Why This Role Matters This role sits at the intersection of patient experience, consultation readiness, patient confidence, care coordination, and brand reputation. Every interaction has the potential to reduce fear, build trust, create clarity, and help patients move forward with confidence. Patients may not remember every detail of a conversation, but they will remember how they were treated. The Patient Care Coordinator plays a vital role in ensuring every patient interaction reflects the quality, compassion, professionalism, and patient-first philosophy that define the Envita experience. The impact of this role extends far beyond individual conversations and directly influences patient confidence, consultation preparedness, patient satisfaction, referrals, reviews, and long-term patient loyalty. What Success Looks Like – First 30 Days During the first 30 days, the Patient Care Coordinator will focus on learning Envita's mission, culture, values, patient journey, consultation process, communication standards, and systems. Success during this period is measured by learning agility, coachability, and the ability to begin building trust with patients while demonstrating empathy, professionalism, and a patient-first mindset. Success Measures • Complete all onboarding and training milestones. • Demonstrate understanding of Envita's mission, patient journey, and care pathways. • Learn CRM systems, documentation standards, communication workflows, and consultation preparation processes. • Shadow and observe high-performing patient interactions conducted via phone, Zoom, and in-person meetings. • Begin applying approved communication methodologies, including Feel-Felt-Found. • Receive positive coaching feedback regarding professionalism, engagement, and learning agility. • Demonstrate early proficiency in communication quality standards. What Success Looks Like – Within 60 Days By Day 60, the Patient Care Coordinator should be independently managing a growing volume of patient interactions while consistently applying Envita's communication standards. They should demonstrate increasing confidence in addressing patient questions, preparing patients for consultations, and maintaining strong follow-up discipline. Success Measures • Independently manage assigned patient interactions with limited supervision. • Demonstrate effective trust-building and rapport-building skills. • Consistently execute follow-up commitments within established timeframes. • Demonstrate effective use of active listening and consultative communication techniques. • Apply approved objection-handling and patient communication methodologies appropriately. • Receive positive patient feedback regarding responsiveness, professionalism, and empathy. • Show measurable improvement in communication quality reviews. What Success Looks Like – Within 90 Days By Day 90, the Patient Care Coordinator should be fully functioning within the role, demonstrating confidence, professionalism, and consistency across all patient interactions. They should be viewed as a trusted guide capable of helping patients feel informed, prepared, and supported throughout their journey. Success Measures • Achieve communication quality standards established by leadership. • Demonstrate strong consultation readiness and patient preparation practices. • Consistently maintain accurate documentation and follow-up compliance. • Effectively address routine patient concerns independently. • Demonstrate proficiency using approved communication methodologies, including Feel-Felt-Found. • Build trust and credibility with patients and families. • Receive positive feedback from patients, peers, and leadership. What Success Looks Like – Within 12 Months Within the first year, the Patient Care Coordinator should become a trusted and highly effective member of the patient experience team. They should consistently demonstrate communication excellence, patient advocacy, accountability, and a deep commitment to Envita's mission and values. Success Measures • Consistently meet or exceed departmental patient experience expectations. • Demonstrate strong patient communication and relationship-building skills. • Contribute positively to consultation readiness and patient engagement outcomes. • Maintain high standards of professionalism, follow-up discipline, and documentation accuracy. • Receive positive patient feedback and recognition. • Serve as a positive contributor to team culture and collaboration. • Demonstrate alignment with Envita's mission, culture, and values. Key Performance Objectives (KPOs) & Success Measures Deliver a World-Class Patient Experience Success Measures • Consistently receive positive patient feedback regarding empathy, professionalism, responsiveness, and communication. • Demonstrate patient-first decision making in daily interactions. • Resolve patient concerns effectively while maintaining a positive experience. • Meet or exceed departmental patient experience expectations. Build Trust Through Phone, Zoom & In-Person Communication Success Measures • Achieve communication quality standards established by leadership. • Demonstrate strong active listening, rapport-building, and consultative communication skills. • Communicate complex information clearly, professionally, and compassionately. • Build credibility and trust throughout the patient journey. Improve Consultation Readiness & Patient Preparedness Success Measures • Ensure patients receive accurate and timely information prior to consultations. • Demonstrate strong consultation preparation and follow-up practices. • Meet or exceed departmental consultation readiness expectations. • Proactively identify and address barriers impacting patient preparedness. Navigate Patient Questions & Concerns with Confidence & Compassion Success Measures • Demonstrate proficiency in approved communication methodologies, including Feel-Felt-Found. • Address common patient questions and concerns effectively. • Maintain professionalism and empathy during difficult conversations. • Reduce avoidable escalations through effective communication and issue resolution. Demonstrate Operational Excellence & Follow-Up Discipline Success Measures • Complete required follow-up activities within established timeframes. • Maintain accurate and complete documentation. • Meet departmental responsiveness expectations. • Demonstrate strong organization, attention to detail, and accountability. Embody Envita's Mission, Culture & Values Success Measures • Consistently demonstrate compassion, accountability, integrity, humility, and professionalism. • Receive positive feedback from patients, peers, and leadership. • Contribute positively to team culture and collaboration. • Serve as an ambassador of the Envita experience. Core Areas of Responsibility • Patient Relationship Development • Consultation Readiness & Patient Preparation • Patient Education & Communication • Patient Advocacy • Follow-Up Discipline & Accountability • Documentation Accuracy & CRM Compliance • Objection Navigation & Patient Support • Phone, Zoom & In-Person Communication Excellence • Cross-Functional Collaboration • Mission & Culture Representation Legendary Patient Experience Standards Patients and families should consistently feel: • Heard • Understood • Respected • Valued • Supported • Prepared • Confident Every patient interaction should leave the individual feeling more informed, more supported, and more confident than before the conversation began. The Patient Care Coordinator is expected to consistently deliver experiences that reflect Envita's commitment to compassion, professionalism, communication excellence, and patient advocacy. Phone, Zoom & In-Person Communication Excellence The strongest Patient Care Coordinators build trust regardless of communication channel. They create warmth and credibility quickly, listen deeply, communicate clearly, navigate concerns gracefully, and help patients feel confident without ever feeling pressured. They understand how to balance empathy with guidance, helping patients move forward while ensuring they always feel respected, informed, and supported. What Separates Top Performers Average performers answer questions and complete tasks. Top performers build trust, create emotional connections, and help patients feel genuinely supported. Exceptional performers create confidence, clarity, and peace of mind during some of the most difficult moments in a patient's healthcare journey. They anticipate patient needs, consistently follow through on commitments, communicate with empathy and professionalism, and serve as t