Patent Floor Coordinator in Scottsdale, Arizona at Envita Medical Centers LLC

Why This Role MattersEnvita 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

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.

Success measures: 100% completion of required onboarding milestones; no avoidable confidentiality or clinical-scope violations; accurate supervised documentation; no repeated missed follow-ups after coaching; consistent demonstration of listening, warmth, preparedness, and proactive questions.

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 escalate 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.

Success measures: >=95% tracked follow-up/handoff completion; accurate and timely notes; no pattern of repeat errors; positive leadership/team feedback on pace, collaboration, resilience, and patient communication; routine issues handled with decreasing supervision.

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 escalate 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.

Success measures: >=97% documented follow-up/handoff completion; no preventable repeat errors caused by failure to follow process; strong patient/team feedback; leadership confidence in independent floor representation; demonstrated ability to handle pressure, objections, change, and competing demands without quality erosion.

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

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