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Patient Relations Coordinator To $ 65k Plus Bonus
ENVITA | FULL-TIME | ON-SITE | SCOTTSDALE, ARIZONA
Role & reporting relationship
Position | Patient Relations Coordinator (PRC) |
Reports to | PCE Manager |
Department | Patient Care | Prospective Patient Education & Coordination |
Work setting | Full-time, on-site | Scottsdale, Arizona | Scheduled later-hour or weekend coverage when operationally required |
Why this role exists
Help prospective patients feel informed, heard and confident as they explore Envita care. This hybrid patient education and coordination role combines relationship-building, persuasive yet ethical consultation, appointment booking and careful follow-through toward treatment-start readiness. Success means bringing positive energy and an achievement-oriented mindset to every interaction while protecting patient choice, respecting clinical boundaries and working seamlessly with the PCC team.
About Envita
Envita Medical Center in Scottsdale provides a personalized precision-medicine approach for people exploring care for cancer and chronic disease. Our patient-facing teams work together to explain the care journey, coordinate next steps and support individuals and families with compassion, clarity and integrity.
Why this is a meaningful opportunity | EVP
Bring your energy, relationship-building talent and competitive drive to work that matters. You will connect with people navigating consequential medical decisions, explain a distinctive personalized care approach, earn trust through clear and compassionate conversations, and help remove the obstacles between genuine interest and an appropriate care start. You will build expertise in precision medicine, consultative enrollment, Salesforce and cross-functional patient coordination, with coaching and performance feedback from patient-care leaders.
The difference: responsibilities, KPOs and competencies
Responsibilities describe ongoing work and ownership. Key Performance Objectives (KPOs) define time-bound, observable results. Each KPO follows Lou Adler’s SMARTe approach: Specific, Measurable, Action-oriented, Results-driven, Time-bound, with the work environment explicitly considered. Supporting competencies identify how results are achieved; they do not replace outcomes or establish future potential on their own.
Key Performance Objectives | Outcome-based success measures
KPO 1 | Build patient trust through exceptional, confident communication |
Performance outcome & measures: By day 90, independently deliver engaging, empathetic education calls that accurately explain Envita’s approved precision-medicine approach, anticipated steps, procedures within role scope, practical preparation and treatment-start requirements. Sustain at least 12 hours per week of direct patient calls with a full assigned caseload. Demonstrate understanding through teach-back and manager-reviewed call samples; maintain agreed call-quality and patient-experience standards. Escalate clinical questions appropriately; do not promise outcomes. Work environment: emotionally sensitive, often complex phone and Zoom conversations with patients and families. |
Supporting Competencies | Observable capabilities supporting this KPO Patient Communication: Explains complex information clearly and confidently in accessible language. Empathetic Listening: Identifies concerns and responds with compassion and appropriate reassurance. Ethical Persuasion: Builds understanding and invites decisions without exaggeration or pressure. Clinical Boundaries: Recognizes medical questions and routes them to qualified clinicians. |
KPO 2 | Own responsive outreach and persistent, respectful follow-through |
Performance outcome & measures: By day 60, take ownership of inbound calls, web inquiries, voicemail and scheduled patient conversations within approved response standards. Provide same-day attention to urgent issues whenever feasible and complete post-consultation or treatment-planning follow-ups within 24–48 hours unless an exception is documented. By day 90, consistently meet an approved Salesforce-measured follow-up compliance target, using thoughtful multi-touch contact to keep patients informed and engaged. Work environment: high-volume changing priorities, live calls and time-sensitive patient needs. |
Supporting Competencies | Observable capabilities supporting this KPO Proactive Outreach: Initiates timely contact and maintains an appropriate follow-up cadence. Resilient Persistence: Continues respectful engagement despite delays or nonresponse. Time Management: Prioritizes urgent needs while consistently meeting follow-up commitments. Personal Accountability: Owns next steps and documents unresolved exceptions promptly. |
KPO 3 | Turn qualified patient interest into appropriate bookings |
Performance outcome & measures: By day 90, independently guide qualified, informed prospective patients to appropriate next steps: group/on-demand education, 1:1 Zoom meetings, consultations and booked appointments. Confirm required participants and medical-record readiness; create accurate invitations and introductions; retain clear PRC ownership until booking and execute a documented PCC handoff. Establish a baseline and meet a manager-approved target for progression of qualified patients to completed next steps and booking, while recording reasons for non-progression. Work environment: consultative enrollment by phone/Zoom, Salesforce, coordination with PCC and clinical teams; patient decisions must remain voluntary and informed. |
Supporting Competencies | Observable capabilities supporting this KPO Consultative Enrollment: Clarifies patient goals and connects needs to appropriate next steps. Confident Closing: Clearly asks for the next appointment when the patient is ready. Barrier Discovery: Identifies hesitations and resolves practical obstacles without coercion. Scheduling Precision: Coordinates accurate appointments, participants, and required information. |
KPO 4 | Help booked patients overcome barriers and move toward treatment start |
Performance outcome & measures: By day 90, support continuity through the PRC-to-PCC transfer and remain available for appropriate post-booking assistance. Identify and document financial, emotional, scheduling, travel, remote-lab and record-related barriers; coordinate approved resources and clear action ownership. Conduct weekly reviews with assigned PCC partners, track unresolved barriers and use a manager-approved measure of patient readiness and avoidable start delays. Work environment: sensitive decisions, multiple operational dependencies and changing patient needs; avoid pressure or inappropriate clinical/financial claims. |
Supporting Competencies | Observable capabilities supporting this KPO Compassionate Problem-Solving: Addresses practical and emotional concerns while respecting patient choice. Case Ownership: Tracks barriers through resolution or a documented handoff. Cross-Team Coordination: Aligns follow-up responsibilities with the PCC and relevant partners. Expectation Setting: Explains realistic timelines, responsibilities, and next actions clearly. |
KPO 5 | Maintain complete, timely and secure Salesforce documentation |
Performance outcome & measures: By day 60, document assigned patient calls, emails, milestones, barriers, follow-up owners and next actions in Salesforce according to SOPs; by day 90, meet a manager-approved documentation completeness and timeliness standard confirmed by periodic audit. Use approved resource templates only following appropriate direct patient contact, and protect information under privacy requirements. |
Supporting Competencies | Observable capabilities supporting this KPO CRM Accuracy: Records complete, factual, and timely patient interactions in Salesforce. Documentation Discipline: Maintains clear action owners, due dates, and patient journey statuses. Privacy Judgment: Protects sensitive information and follows approved access practices. Workflow Reliability: Uses established procedures to prevent missed steps and handoffs. |
KPO 6 | Operate as a dependable team partner across changing coverage needs |
Performance outcome & measures: By day 60, conduct weekly partnership check-ins with assigned PCCs and establish reliable cross-coverage and handoff routines. By day 90, maintain continuity for assigned cases across scheduled extended-hour or weekend coverage, absences and lead reassignments; communicate outstanding next actions, urgent concerns and out-of-office coverage to leadership and colleagues. Measure preventable ownership gaps and follow-up misses against approved SOP standards. Work environment: shifting PCC capacity and real-time patient needs. |
Supporting Competencies | Observable capabilities supporting this KPO Team Collaboration: Shares accurate case information and supports coordinated patient care. Adaptive Coverage: Adjusts to changing schedules and patient-service needs responsibly. Handoff Communication: Communicates outstanding tasks, risks, and ownership without ambiguity. Dependable Execution: Follows through on commitments and promptly escalates exceptions. |
KPO 7 | Maintain current knowledge, improve processes and demonstrate Envita’s mission |
Performance outcome & measures: By day 90, demonstrate accurate, current use of Trainual, the Book of Everything, approved educational material and company resources on cancer, Lyme disease, chronic/autoimmune illness and relevant treatments. Suggest at least one practical improvement to the patient journey, phone/CRM workflow or booking process. Consistently demonstrate observable compassion, integrity, patient autonomy, teamwork and accountability in manager-reviewed calls and interactions. Work environment: continually evolving medical messaging, patient needs and coordinated team workflows. |
Supporting Competencies | Observable capabilities supporting this KPO Learning Agility: Applies new approved information and feedback to patient conversations. Ethical Judgment: Protects informed choice and avoids unsupported clinical claims. Process Improvement: Identifies practical opportunities to improve patient or team workflows. Mission Alignment: Demonstrates compassion, integrity, and accountability through observable actions. |
30 / 60 / 90 / 180 / 365 day milestones
Milestone | Expected achievement | Evidence |
Day 30 | Complete approved education and clinical-boundary training, Salesforce/Trainual fundamentals, privacy rules, call shadowing and PCE/PCC handoff SOPs. Demonstrate an engaging, warm phone presence and obtain coaching on consultative conversations, ethical objections and next-step asks. | Manager observation; training sign-off; baseline dashboard; quality-reviewed call and CRM examples. |
Day 60 | Own an assigned patient queue, scheduled conversations and follow-up responsibilities; sustain 12 hours/week of direct patient calls with a full assigned caseload. Show reliable CRM discipline, clear expectation-setting, timely consultation follow-up, proactive PCC collaboration and growing booking confidence. | Salesforce activity audit; on-time follow-up report; case review notes; patient education observation. |
Day 90 | Independently educate, engage and progress qualified patients to appropriate Zoom/consultation/booking milestones, maintain strong patient trust and seamless PCC transitions, and meet calibrated call-quality, responsiveness, booking-progression and documentation targets. | Validated KPO scorecard; booking and readiness trend; documentation audit; manager and cross-team feedback. |
Day 180 | Sustain independent execution across all role KPOs; demonstrate reliable patient-centered cross-team service and proactive improvement. | Validated KPO outcomes, quality checks, manager feedback and exception resolution |
Day 365 | Demonstrate consistently strong annual results against approved performance measures, continuous improvement and Culture & Mission expectations. | Annual KPO trend, patient experience/quality observations and validated outcomes |
Core responsibilities | What you will do
• Engage assigned patient inquiries and scheduled calls with positive energy, professional urgency and persistence; deliver thoughtful follow-up after consultations, education sessions, remote lab recommendations and treatment-planning discussions.
• Explain approved Envita services, patient education resources, potential care journey steps, procedural information within role scope, expected timelines and practical preparations; connect clinical questions with appropriately qualified clinicians.
• Lead prospective patients confidently and ethically toward appropriate booked next steps: coordinate Zoom education, consultations, calendar invitations, introductions, medical-record readiness and smooth PCC transitions; assist after booking when necessary.
• Explore patient questions, hesitation and financial, scheduling, logistical or emotional barriers with compassionate consultative skill; connect approved resources, ask clearly for appropriate next steps and escalate clinical or sensitive concerns without applying pressure.
• Record meaningful contact details, next steps and ownership in Salesforce; use approved templates and resources, respect confidentiality and adhere to established SOPs.
• Participate in PCC case reviews, team communications, ongoing learning, Trainual updates and approved coverage plans; maintain effective out-of-office handoffs.
Culture & mission | How success is demonstrated
Demonstrate Envita’s mission through observable behavior: compassion with patients and families; integrity and accuracy in treatment conversations; accountability for promises and follow-up; positive energy that reassures rather than overwhelms; respectful teamwork; and a competitive drive focused on better patient access and experience. Ask for commitment only when the patient understands the next step and is free to decide. Never promise medical outcomes, misrepresent costs or put booking metrics ahead of patient well-being.
Motivation & role purpose | What drives success
This work suits someone who is motivated by helping patients understand their options, building trusting relationships, and achieving measurable progress through ethical education and follow-through. Success requires a genuine interest in learning, coachability, self-direction, and pride in guiding appropriate patient decisions, not simply pursuing booking numbers.
Job fit & work environment | What to expect
Work full-time on-site in Scottsdale in a fast-paced, emotionally sensitive, phone- and Zoom-centered environment. The role involves proactive outreach, consultative conversations, Salesforce documentation, changing patient priorities, and occasional scheduled later-hour or weekend coverage as operationally needed. Strong performers remain organized, confident, compassionate, and responsive while respecting clinical boundaries and patient autonomy.
Team fit & collaboration | How we work together
Partner closely with Patient Care Educators, Patient Care Coordinators, clinical teams, and leadership. Share clear handoffs, accept coaching, help colleagues manage coverage changes, communicate early when issues arise, and resolve differences respectfully. Team success is demonstrated through dependable actions and coordinated patient support, not personal similarity or background.
Ideal candidate | Experience & capabilities
Ideal background: demonstrated success in consultative sales, relationship-based enrollment, patient access, medical sales, healthcare outreach, admissions or another high-touch, goal-driven environment; healthcare/medical experience strongly preferred. Brings exceptional spoken and written communication, confident phone/Zoom presence, warm positive energy, optimism, resilience, friendly competitiveness and genuine motivation to exceed measurable goals. Able to build rapport quickly, listen closely, explain sophisticated information simply, uncover and address hesitation respectfully, ask confidently for appropriate next steps, and sustain disciplined follow-through. Salesforce or comparable CRM proficiency, scheduling accuracy, adaptability, coachability, discretion and strong team partnership are important. Clinical licensure is not required; clinical questions must be referred to qualified staff.
Sustained success at 180 and 365 days
At six months, consistently meet established patient-communication quality, outreach, qualified-booking progression, documentation and treatment-readiness expectations while independently managing a full assigned caseload. Be recognized for high energy, credible patient education, consultative enrollment excellence and reliable PCC teamwork. At twelve months, sustain measurable outcomes and patient experience, demonstrate resilient goal ownership and provide actionable suggestions to improve funnel effectiveness, continuity and the patient journey.
Performance measurement & calibration note
Source-defined minimums: 12 weekly patient call hours and follow-up within 24–48 hours after consultations. All other targets require manager-approved baselines. Measure results alongside compassionate, ethical patient care.
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