Patient Intake Manager
About The Position
Envita is seeking a hands-on Patient Intake Manager to lead the Patient Care Educator (PCE) team, the first point of contact for prospective patients exploring personalized oncology and other specialty care options. The manager is responsible for a responsive, respectful inbound experience built on thoughtful introductory education, accurate qualification, strong coaching, and disciplined follow-through. The team supports a shared patient acquisition funnel for Envita Medical Center, Envita Insights tele-oncology, and Envita Interventional Radiology. The focus is on a compassionate first conversation and a seamless transition to the next patient-facing team—not pressuring patients to enroll. The manager leads daily operations, scheduling, and performance for the inbound phone team; owns first-stage qualification, patient education, documentation, and handoffs; and uses service metrics, call reviews, CRM practices, and coaching to improve patient experience and team performance. The role collaborates with patient conversion, enrollment, marketing, technology, compliance, and downstream patient-facing teams. Clinical or sensitive patient matters must be escalated to appropriate qualified professionals, and the intake team does not provide clinical advice or make care recommendations. Success includes timely and compassionate responses, consistent qualification and introductory education, complete and reliable handoffs, accurate CRM data, dependable performance reporting, and regular staff coaching. The role is full-time and on-site in Scottsdale, Arizona, and reports to the General Manager, Envita Medical Center.
Requirements
- Proven management experience leading a high-volume inbound phone, patient access, intake, call center, or lead-qualification team.
- Demonstrated improvements in contact rates, response times, call quality, conversion readiness, or similar operational outcomes.
- Direct responsibility for coaching staff, reviewing calls, setting service standards, and constructively addressing performance issues.
- Strong CRM documentation discipline, reporting ability, and comfort using operational dashboards.
- Clear and empathetic verbal and written communication, particularly in sensitive or high-consideration situations.
- Ability to work full-time on-site in Scottsdale, Arizona.
Nice To Haves
- Experience in specialty medicine, patient intake, fertility, destination healthcare, or other complex healthcare services.
- Experience with high-consideration consumer services and consultative inbound lead teams.
- Experience supervising Patient Care Educators, patient access representatives, intake coordinators, or similar first-contact teams.
Responsibilities
- Lead daily operations, scheduling, and performance of the Patient Care Educator inbound phone team.
- Ensure every inquiry receives a timely, warm, professional, compassionate, and accurate first response.
- Own first-stage qualification, respectful introductory education, documentation quality, and transfer to the receiving patient-facing team.
- Establish and communicate team standards for response times, contact attempts, qualification accuracy, and documentation.
- Measure speed-to-lead and contact rates, review trends, and use scorecards and dashboards to identify bottlenecks and improve performance.
- Implement consistent qualification and handoff practices, ensuring patient needs, goals, intake context, next steps, and communication preferences are accurately captured.
- Review incomplete or returned handoffs, identify root causes, and coach improvements so patients do not need to repeat their story unnecessarily.
- Train and certify Patient Care Educators on approved introductory care-path education, and conduct regular call-quality reviews and feedback.
- Maintain clear boundaries so the intake team does not offer clinical advice or make care recommendations; escalate clinical or sensitive matters to qualified professionals.
- Establish documented one-on-ones, weekly call reviews, performance feedback, coaching, and quality calibration.
- Monitor team engagement, coverage, attendance, and retention, and take timely action when support is needed.
- Establish disciplined CRM practices, capture lead source and essential inquiry details, maintain required-field completeness, and resolve data-quality issues.
- Capture required location and eligibility information and route inquiries needing special review under approved procedures.
- Coordinate with patient conversion, enrollment, marketing, technology, compliance, and downstream patient-facing teams.
- Keep the team current on approved process changes and refer eligibility, regulatory, and clinical questions to appropriate specialists.
- Build a patient-centered culture of call quality, coaching, CRM accountability, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
