Patient Intake Manager

Envita Medical Center; Scottsdale (AZ); On-site; USD 110,000 - 140,000; Full time

Job summary

Envita Medical Center seeks a hands‑on Patient Intake Manager in Scottsdale, AZ to lead the Patient Care Educator team and shape the start of every patient journey. You will drive first‑contact quality, qualification accuracy and seamless handoffs to care teams, while coaching frontline staff and improving CRM data and reporting.

The role emphasizes compassionate patient education, efficient intake workflows, and cross‑team collaboration within Envita’s specialized oncology and related care

Qualifications

• Proven management experience leading a high‑volume inbound phone or intake team.
• Demonstrated improvements in contact rates, response times or call quality.
• Strong CRM documentation and reporting discipline.
• Experience coaching staff and conducting performance reviews.
• Ability to work on-site in Scottsdale, AZ.

Responsibilities

• Lead daily operations of the Patient Care Educator inbound team.
• Ensure fast, warm, and professional first contact for every inquiry.
• Own first‑stage qualification, education, documentation quality and transfer to the next team.
• Build a culture of call quality, coaching and CRM accountability.
• Monitor service metrics and drive continuous improvements.

Skills

People management

Call center operations

CRM & analytics

Coaching

Process improvement

Tools

CRM software

Data dashboards

Job description

Management Full Time Management Scottsdale, AZ, US

2 days ago Requisition ID: 1156

Salary Range: $110,000.00 To $140,000.00 Annually

Lead the first conversation. Build patient trust. Create a stronger path to care.

LOCATION

EMPLOYMENT

REPORTS TO

Scottsdale, Arizona | On-site

Full-time | Envita Medical Center

General Manager, Envita Medical Center

The opportunity

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 highly personalized oncology and other specialty care options. This leader builds an exceptional inbound experience by combining responsiveness, thoughtful education, accurate qualification, strong coaching and disciplined follow‑through.

The team supports the shared patient acquisition funnel serving Envita Medical Center, Envita Insights tele–oncology and Envita Interventional Radiology. The emphasis is on a respectful first conversation and a seamless transition to the next patient‑facing team, not pressuring patients to enroll.

Why this role is compelling

• Make a meaningful difference during one of the most important and emotionally complex decisions a patient and family may face.
• Lead, coach and develop a frontline team whose responsiveness and quality shape the patient experience from the first inquiry.
• Build measurable improvements in speed‑to‑lead, contact rate, quality of education and seamless handoffs.
• Collaborate across specialty‑care teams while contributing to a growing, patient‑first organization.
• Turn data, call reviews and coaching into visible improvements in both patient experience and team performance.

The performance mission

Ensure that every prospective patient inquiry receives a timely, compassionate and accurate first response, that the appropriate information is captured, and that qualified individuals transition to the next team with complete, reliable documentation.

Key performance objectives

KPO 1 | Establish consistent, measurable intake operations

Within the first 60 days, establish and communicate clear team operating standards for response times, contact attempts, qualification accuracy and documentation, aligned with Envita’s patient acquisition approach. Deliver a monthly Tier 1 performance scorecard.

• Measure speed‑to‑lead and contact rate daily and review trends with the team.
• Train all shifts on consistent service expectations and track exceptions.
• Use scorecards to identify bottlenecks and make measurable improvements.

KPO 2 | Deliver clean, high‑quality patient handoffs

Within 90 days, implement consistent qualification and handoff practices with the receiving patient relations team. Achieve at least 95% documentation completeness by month six.

• Ensure patient needs, goals, relevant intake context, next steps and communication preferences are captured accurately.
• Review returned or incomplete handoffs, identify root causes and coach improvements.
• Partner with downstream colleagues so patients do not need to repeat their story unnecessarily.

Within 90 days, train and certify each Patient Care Educator on approved introductory care‑path education. Reach at least 90% adherence to approved conversation standards in sampled call reviews by month six.

• Help the team explain available care options at an appropriate introductory level with empathy and clarity.
• Use regular call‑quality review and feedback to improve consistency and patient understanding.
• Maintain clear boundaries: the intake team does not offer clinical advice or make care recommendations.

KPO 4 | Coach, calibrate and develop a strong team

Within 90 days, establish a dependable team coaching rhythm with documented one‑on‑ones, weekly call reviews and consistent performance feedback.

• Develop individual skills through practical coaching and quality calibration.
• Use clear, fair standards for productivity, documentation and patient communication.
• Monitor team engagement, coverage, attendance and retention, taking timely action when support is needed.

KPO 5 | Strengthen CRM quality and funnel visibility

Within the first 60 days, establish disciplined CRM practices and a reliable intake dashboard. Maintain at least 98% completeness of required CRM fields for contacted inquiries.

• Capture lead source and essential inquiry details accurately at first contact.
• Reconcile key dashboard measures monthly and resolve data quality issues promptly.
• Provide dependable funnel‑top insights to improve team decisions and downstream service.

KPO 6 | Support appropriate eligibility and routing

Within 90 days, ensure intake conversations consistently capture required location and eligibility information, and that inquiries needing special review are flagged and routed under approved procedures.

• Capture state of residence and other required information for qualified inquiries.
• Keep the team current on approved process changes.
• Refer eligibility, regulatory and clinical questions to the appropriate specialists rather than making independent determinations.

Core scope of ownership

• Lead daily operations, scheduling and performance of the Patient Care Educator inbound phone team.
• Deliver a fast, warm and professional first contact for every inquiry.
• Own first‑stage qualification, respectful education, documentation quality and transfer to the receiving team.
• Build a culture of call quality, coaching, CRM accountability and patient‑centered communication.
• Monitor team‑level service metrics and use evidence to continually improve performance.
• Coordinate with patient conversion, enrollment, marketing, technology and compliance partners.
• Escalate clinical or sensitive patient matters to the appropriate qualified professionals.

What success looks like after 12 months

Speed‑to‑lead and contact rates consistently meet established targets; first‑level qualification and education are reliable; at least 95% of handoffs contain required information; CRM data is accurate; and downstream teams trust the quality of incoming inquiries. Team members receive regular coaching, and patients experience a caring, confident first interaction with Envita.

Your first 90 days

TIMEFRAME

EXPECTED PROGRESS

Days 1-30

Listen to calls, learn the patient journey, build relationships across teams, understand existing workflows and establish baselines for response time, contact rate, quality and handoffs.

Days 31-60

Publish team operating standards, improve performance reporting, align handoff expectations with downstream teams and plan education certification.

Days 61-90

Implement consistent coaching and handoff routines, complete the initial education rollout and publish a dependable intake performance scorecard.

Experience and capabilities

Required

• 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 addressing performance issues constructively.
• 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.
• Specialty medicine, patient intake, fertility, destination healthcare or other complex healthcare services.
• High‑consideration consumer services with consultative inbound lead teams.
• Experience supervising Patient Care Educators, patient access representatives, intake coordinators or similar first‑contact teams.

Leadership attributes

• Patient‑first judgment: clarity and compassion matter more than pushing unqualified inquiries forward.
• Hands‑on coaching: develops people using observed work, useful feedback and measurable outcomes.
• Operational ownership: spots problems, follows through and holds commitments.
• Analytical discipline: uses accurate data to make better decisions.
• Collaborative maturity: works productively across functions while respecting clinical and compliance boundaries.
• Learning agility: can quickly understand specialized care offerings without overstepping into medical advice.

Why Envita

Envita Medical Centers is focused on personalized approaches to complex oncology and chronic disease care, with multidisciplinary teams and an emphasis on understanding the individual patient. In this role, your work helps prospective patients and families receive a timely, thoughtful beginning to their journey and a clear connection to the appropriate next step.

Location and employment

Scottsdale, Arizona | Full‑time | On‑site. This role is employed by Envita Medical Ce