Patent Floor Coordinator

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Scottsdale, AZ, US

Salary Range: $50,000.00 To $65,000.00 Annually

Performance-Based Hiring Profile | High-Touch Patient Experience, Precision Coordination & Care Continuity

Location
North Scottsdale, AZ

Compensation
$50,000-$65,000

Schedule
Mon-Fri | 9:00-5:00

About Envita

Envita Medical Center is a Scottsdale-based integrative oncology and chronic disease treatment center focused on personalized, precision-based care. Envita combines conventional medicine, advanced diagnostics, genomic science, targeted therapies, and a high-touch patient experience for patients and families facing cancer, Lyme disease, and complex chronic illnesses.

At Envita, patients are more than a diagnosis. Every patient should feel seen, heard, respected, supported, and guided through a care experience that can be emotionally, medically, and logistically complex.

Position Summary

The Patient Floor Coordinator (PFC) is the on-floor operational and relationship hub connecting the patient, physician, Patient Care Coordinator, and broader care team. The PFC is expected to notice what is happening before being told, prepare for each patient before arrival, keep multiple moving priorities organized, protect follow-through, and create a consistently calm, confident, high-touch experience.

This is not a basic clerical coordinator role. The strongest PFC combines self-confidence, thick skin, exceptional listening, executive-assistant-level organization, hospitality-level service, meticulous attention to detail, adaptability, compassion, and proactive ownership. The pace can change quickly. The PFC must be able to wear many hats, pivot without losing quality, ask questions early, learn from mistakes, handle objections professionally, and stay accurate even when multiple patients and leaders need help at the same time.

Role Success Definition: A successful Patient Floor Coordinator is a confident, proactive, detail-obsessed floor leader who creates trust immediately, anticipates patient and team needs, absorbs pressure without becoming defensive, closes communication loops, and maintains accuracy, compassion, and quality while priorities change rapidly.

How This Role Partners With Patient Care Coordinators

• The Patient Care Coordinator often supports the front-end patient relationship, patient education, readiness, and ongoing communication.
• The Patient Floor Coordinator supports the on-floor experience, in-person issue resolution, regimen coordination, physician and team communication, and real-time patient support.
• Together, the PCC and PFC protect continuity so patients do not feel dropped, confused, transferred around, or forced to repeat concerns.
• The PFC should reinforce the same Envita communication standard: warmth, clarity, empathy, accuracy, documentation, follow-up, and patient-first judgment.

Why This Role Matters

Envita patients may be facing serious illness, prior disappointment with conventional options, financial stress, travel strain, family pressure, uncertainty, pain, fear, and complex treatment schedules. Even when the clinical care is strong, the patient experience can suffer if handoffs are unclear, questions are not answered, delays are not explained, or concerns are not escalated quickly.

The PFC protects the emotional and operational experience of care. Average performers complete assigned tasks. Exceptional performers anticipate patient needs, prevent confusion, communicate with grace, and help the care team operate with more trust and less friction.

Key Performance Objectives

#

Objective

Performance Standard

1

Create immediate patient confidence and connection

Greet every patient with a warm, confident, attentive presence: acknowledge quickly, use the patient name when appropriate, make eye contact, listen without interrupting, and create clear ownership of the next step. Patients should feel seen, respected, and supported even when the answer is not immediate.

2

Prepare for every patient before the interaction

Review available schedules, notes, pending items, prior questions, and known sensitivities before patient contact. Enter interactions prepared rather than asking the patient to repeat information the team should already know. Surface gaps before they become patient frustration.

3

Manage high-volume, rapidly changing priorities without dropping details

Simultaneously manage patient questions, physician/PCC requests, regimen-related tasks, follow-ups, documentation, and interruptions using a visible prioritization system. Reprioritize quickly when conditions change while protecting accuracy, confidentiality, service, and commitments.

4

Listen deeply, document meticulously, and confirm understanding

Use active listening and paraphrasing to confirm the real question or concern. Capture concise, accurate notes and action items in real time or immediately after the interaction. Confirm owner, deadline, and next step before closing the loop.

5

Anticipate problems and act before escalation is required

Continuously observe the floor for emotional cues, bottlenecks, unclear handoffs, waiting patients, missed expectations, or emerging service issues. Proactively intervene within scope, notify the right owner, and prevent avoidable confusion or escalation whenever possible.

6

Handle demanding patients and objections with confidence and compassion

Remain calm, respectful, and non-defensive with upset, anxious, demanding, or skeptical patients. Clarify the concern, paraphrase it back, acknowledge emotion, use appropriate service-recovery techniques such as Feel-Felt-Found when useful, provide realistic next steps, and never argue, overpromise, or take criticism personally.

7

Protect clinical boundaries while owning the service experience

Resolve non-clinical issues directly when appropriate and elevate clinical, urgent, safety, or sensitive issues immediately to the correct team member. Stay involved through handoff and follow-up so escalation never feels like abandonment.

8

Collaborate as a flexible, trusted utility player

Work effectively with physicians, PCCs, clinical staff, leadership, and peers whose priorities and styles may differ. Step into additional responsibilities when needed, pivot without drama, communicate capacity early, and remain dependable when the team is under pressure.

9

Learn quickly, ask early, own mistakes, and improve

Demonstrate learning agility and open-mindedness. Ask questions before guessing, accept direct coaching without defensiveness, acknowledge mistakes quickly, correct them, identify the cause, and change the process so the same mistake is not repeated.

10

Deliver exceptional human care without compromising quality

Treat every patient interaction as if it may be one of the most important days of that patient’s life. Demonstrate compassion, kindness, patience, professionalism, accuracy, and follow-through while maintaining pace and high standards. Speed is never an excuse for sloppy work.

What Success Looks Like - First 30 Days

• Learn Envita patient flow, clinic layout, provider/care-team roles, escalation pathways, communication standards, privacy requirements, and the expected “power greeting” / patient-first service model.
• Shadow physicians, Patient Care Coordinators, care coordinators, and floor operations; build a working map of common patient questions, recurring friction points, and who owns each type of issue.
• Demonstrate approved active-listening behaviors: listen without interrupting, paraphrase the concern, confirm understanding, take accurate notes, and state the next step and owner before ending an interaction.
• Demonstrate coachability, self-confidence, resilience, punctuality, professional presence, proactive questions, and the ability to accept correction without defensiveness.
• Begin supervised patient coordination while using a visible task/follow-up system; show that multiple simultaneous requests can be tracked without relying on memory.

What Success Looks Like - Within 60 Days

• Independently manage routine floor coordination and multiple simultaneous patient/team requests while maintaining accurate documentation and clear prioritization.
• Close at least 95% of assigned non-clinical patient commitments and internal handoffs within the agreed timeframe, with no unexplained dropped items.
• Identify and raise recurring patient friction points, waiting-pattern risks, or communication gaps before they create complaints; bring at least one actionable improvement idea to leadership.
• Demonstrate reliable objection handling and service recovery: listen, paraphrase, validate, clarify, provide next steps, and elevate appropriately without defensiveness or overpromising.
• Earn trust from PCCs, physicians, and clinical support teams by being prepared, responsive, adaptable, and willing to help across responsibilities when priorities shift.

What Success Looks Like - Within 90 Days

• Demonstrate full working proficiency in patient preparation, floor coordination, issue intake, regimen support, handoff documentation, objection handling, prioritization, and escalation judgment.
• Consistently create calm and confidence with anxious, demanding, or frustrated patients by using strong listening, paraphrasing, observation, empathy, and clear ownership of next steps.
• Independently resolve routine non-clinical concerns and elevate clinical, urgent, or sensitive issues correctly, while maintaining ownership until the patient and receiving team understand what happens next.
• Handle multiple competing priorities and frequent pivots without compromising accuracy, note quality, patient warmth, confidentiality, or commitments.
• Operate as a proactive team utility player: anticipate needs, step into gaps, communicate capacity, ask clarifying questions early, and recover quickly and transparently from mistakes.

What Exceptional Success Looks Like - Within 12 Months

• Patients and families consistently experience the PFC as confident, compassionate, prepared, observant, and trustworthy, especially during stressful or uncertain moments.
• Physicians, PCCs, and care team members actively rely on the PFC to anticipate needs, manage multiple priorities, protect follow-through, and keep communication loops closed.
• The PFC identifies recurring service breakdowns or workflow risks early and contributes practical improvements that reduce patient confusion, delays, repeated questions, or preventable escalations.
• Patient feedback, service-recovery outcomes, documentation accuracy, handoff completion, and team confidence are consistently strong and stable under high volume.
• The PFC is viewed as a model of Envita’s patient-first standard: self-confident without ego, compassionate without losing boundaries, fast without becoming careless, and proactive without overstepping.

Key Performance Indicators and Success Measures

Area

How It Should Be Measured

Patient connection and service recovery

Patient feedback, leadership observation, first-contact confidence, ability to de-escalate, objection handling, paraphrasing, clarity of next steps, and absence of defensiveness.

Preparation and anticipation

Evidence that patient schedule/notes/pending items are reviewed before interactions; recurring issues are surfaced early; preventable surprises and repeated patient explanations are reduced.

Follow-up and handoff completion

Target >=95% by 60 days and >=97% by 90 days for assigned tracked non-clinical commitments/handoffs completed within agreed timing; unexplained dropped items are exceptions, not a pattern.

Documentation accuracy and note quality

Notes are timely, concise, factual, complete enough for the next team member to act, and accurately capture question/concern, owner, next step, and follow-up.

Can manage multiple simultaneous requests, explain prioritization logic, pivot quickly, communicate capacity, and maintain quality when interrupted.

Escalation judgment and scope control

Routine non-clinical issues handled directly; clinical/urgent/sensitive issues escalated promptly; no medical advice or overpromising; ownership maintained after escalation.

Team collaboration and utility-player behavior

Trust from physicians/PCCs/clinical staff; responsive teamwork; willingness to wear multiple hats; low friction; proactive communication when priorities or capacity shift.

Learning agility and accountability

Asks questions early, accepts direct feedback, owns mistakes, documents lessons learned, and does not repeat the same preventable error.

Adaptability and resilience

Remains composed, kind, accurate, and productive with demanding patients, rapid change, ambiguity, and changing direction; does not personalize criticism.

Core Areas of Responsibility

• Patient preparation and high-touch in-person relationship management.
• Confident greeting, active listening, paraphrasing, note-taking, and expectation setting.
• Real-time patient service recovery, objection handling, and non-clinical troubleshooting.
• Regimen-related operational coordination and patient readiness support.
• Physician, Patient Care Coordinator, and care-team communication flow and handoff ownership.
• Proactive observation of the floor to identify patient concerns, bottlenecks, or service risks early.
• Escalation of clinical, urgent, safety, or sensitive concerns to the appropriate team member.
• Follow-up tracking, documentation, and close-the-loop ownership across multiple simultaneous priorities.
• Rapid reprioritization, adaptability, and cross-functional support when patient or team needs change.
• Confidentiality, professionalism, compassion, accuracy, and patient-first representation of Envita.

Ideal Candidate Profile

Category

Definition

Executive assistant, medical office coordinator, patient care coordinator, patient access, concierge medicine, oncology or specialty clinic support, high-end hospitality, patient relations, client services, admissions, or emotionally complex customer support.

Must-have traits

Self-confident, resilient, thick-skinned, warm, articulate, observant, proactive, adaptable, open-minded, coachable, compassionate, collaborative, meticulous, and able to maintain composure with demanding or emotional patients.

Critical skills

Powerful first impression; active listening; paraphrasing; meticulous note-taking; objection handling and service recovery; prioritization; rapid pivoting; detail accuracy; anticipation; problem solving; escalation judgment; follow-through; collaboration; and learning agility.

Someone who can be leaned on when the floor is busy: sees what needs to happen, asks intelligent questions, acts without waiting to be chased, wears multiple hats, adapts quickly, and stays kind and accurate under pressure.

Someone who is pleasant but passive, easily rattled by demanding patients, defensive when corrected, dependent on memory, slow to adapt, afraid to ask questions, careless when rushed, or unable to recover constructively from mistakes.