Patient Floor Coordinator

Performance-Based Hiring Profile | High-Touch Patient Experience, Precision Coordination & Care Continuity

Location

North Scottsdale, AZ

Compensation

$50,000-$65,000

Schedule

Mon-Fri | 9:00-5:00

Role Type

Full-Time | Benefits

ABOUT ENVITA

Envita Medical Center is a Scottsdale-based integrative oncology and chronic disease treatment center focused on personalized, precision-based care. Envita combines conventional medicine, advanced diagnostics, genomic science, targeted therapies, and a high-touch patient experience for patients and families facing cancer, Lyme disease, and complex chronic illnesses.

At Envita, patients are more than a diagnosis. Every patient should feel seen, heard, respected, supported, and guided through a care experience that can be emotionally, medically, and logistically complex.

POSITION SUMMARY

The Patient Floor Coordinator (PFC) is the on-floor operational and relationship hub connecting the patient, physician, Patient Care Coordinator, and broader care team. The PFC is expected to notice what is happening before being told, prepare for each patient before arrival, keep multiple moving priorities organized, protect follow-through, and create a consistently calm, confident, high-touch experience.

This is not a basic clerical coordinator role. The strongest PFC combines self-confidence, thick skin, exceptional listening, executive-assistant-level organization, hospitality-level service, meticulous attention to detail, adaptability, compassion, and proactive ownership. The pace can change quickly. The PFC must be able to wear many hats, pivot without losing quality, ask questions early, learn from mistakes, handle objections professionally, and stay accurate even when multiple patients and leaders need help at the same time.

Role Success Definition

A successful Patient Floor Coordinator is a confident, proactive, detail-obsessed floor leader who creates trust immediately, anticipates patient and team needs, absorbs pressure without becoming defensive, closes communication loops, and maintains accuracy, compassion, and quality while priorities change rapidly.

HOW THIS ROLE PARTNERS WITH PATIENT CARE COORDINATORS

• The Patient Care Coordinator often supports the front-end patient relationship, patient education, readiness, and ongoing communication.
• The Patient Floor Coordinator supports the on-floor experience, in-person issue resolution, regimen coordination, physician and team communication, and real-time patient support.
• Together, the PCC and PFC protect continuity so patients do not feel dropped, confused, transferred around, or forced to repeat concerns.
• The PFC should reinforce the same Envita communication standard: warmth, clarity, empathy, accuracy, documentation, follow-up, and patient-first judgment.

WHY THIS ROLE MATTERS

Envita 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

1. Create immediate patient confidence and connection
2. Prepare for every patient before the interaction
3. Manage high-volume, rapidly changing priorities without dropping details
4. Listen deeply, document meticulously, and confirm understanding
5. Anticipate problems and act before escalation is required
6. Handle demanding patients and objections with confidence and compassion
7. Protect clinical boundaries while owning the service experience
8. Collaborate as a flexible, trusted utility player
9. Learn quickly, ask early, own mistakes, and improve
10. Deliver exceptional human care without compromising quality

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.

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.

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.

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

Area

How It Should Be Measured

• Patient connection and service recovery
• Preparation and anticipation
• Follow-up and handoff completion
• Documentation accuracy and note quality
• Prioritization under pressure
• Escalation judgment and scope control
• Team collaboration and utility-player behavior
• Learning agility and accountability
• Adaptability and resilience

CORE AREAS OF RESPONSIBILITY

1. Patient preparation and high-touch in-person relationship management.
2. Confident greeting, active listening, paraphrasing, note-taking, and expectation setting.
3. Real-time patient service recovery, objection handling, and non-clinical troubleshooting.
4. Regimen-related operational coordination and patient readiness support.
5. Physician, Patient Care Coordinator, and care-team communication flow and handoff ownership.
6. Proactive observation of the floor to identify patient concerns, bottlenecks, or service risks early.
7. Escalation of clinical, urgent, safety, or sensitive concerns to the appropriate team member.
8. Follow-up tracking, documentation, and close-the-loop ownership across multiple simultaneous priorities.
9. Rapid reprioritization, adaptability, and cross-functional support when patient or team needs change.
10. Confidentiality, professionalism, compassion, accuracy, and patient-first representation of Envita.

IDEAL CANDIDATE PROFILE

Category

Definition

• Relevant backgrounds
• Must-have traits
• Critical skills
• Best fit profile
• Major risk profile