Patient Intake Coordinator

Envita Medical Centers LLC • Scottsdale, AZ

7d • $25 - $27 • Onsite

About The Position

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.

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.

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.

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.

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.

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

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.

Requirements

• High school diploma or equivalent required.
• 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.
• 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

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Monday-Friday environment with no nights, weekends, or major holidays.
• Develop valuable skills in patient communication, healthcare intake, documentation, Salesforce discipline, and patient experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED