Patient Engagement Specialist

Patient Engagement Specialist

Job Title: Patient Engagement Specialist

Classification: 1099 Contractor

Work Structure: Fully Remote

Schedule/Shift: 25 hours per week; MonFri, 5pm-10pm ET

Team: Clinical Operations

Reporting to: Senior Program Manager

Location: United States

Compensation: $22-$25 per hour

About Aviary Health

Aviary Health is a CMS-approved virtual Intensive Cardiac Rehabilitation (ICR) provider serving thousands of patients nationwide. Our patients typically older adults recovering from cardiac events attend virtual exercise sessions, 1:1 check-ins, and group education classes via tablet or personal device. Technology is the bridge between our clinical team and our patients' health outcomes, and we need someone who can make that bridge seamless while keeping patients on track with their session schedules.

The Role

You will be a frontline support resource for our patients equal parts tech troubleshooter and scheduling coordinator. When a 72-year-old cardiac patient can't get their tablet to connect to WiFi, you fix it with patience and clarity. When a patient calls to reschedule their exercise session, ask about upcoming appointments, or needs help understanding the program, you handle it with warmth and efficiency. This is not a corporate help desk or a generic call center. You are supporting a patient population who may be anxious about technology, recovering from surgery, and relying on your calm guidance to stay engaged in their care.

You'll work as a member of our Patient Engagement team alongside Exercise Physiologists, Enrollment Specialists, and Care Coordinators. Your work directly impacts patient retention and clinical outcomes.

What You'll Do

Scheduling & Inbound Calls

• Answer inbound patient calls fielding questions about session times, rescheduling requests, program logistics, and general inquiries
• Schedule, reschedule, and confirm patient appointments for exercise sessions, 1:1 check-ins, and education classes
• Make outbound reminder calls to patients approaching missed-session thresholds or with upcoming schedule gaps
• Coordinate with Exercise Physiologists and clinicians to manage session availability and patient placement
• Handle live chat inquiries from patients and prospective enrollees
• Log all patient interactions in our task management system (Aviary Platform) with clear notes on outcomes and follow-ups

Technology Support

• Provide real-time technical support during patient sessions via phone and chat (tablet connectivity, Zoom audio/video, app navigation, device troubleshooting)
• Conduct tablet setup calls for newly enrolled patients walking them through unboxing, charging, WiFi connection, app login, and test Zoom sessions
• Handle tech callback requests from clinicians when patients experience mid-session technical issues
• Troubleshoot common issues: WiFi/internet connectivity, Apple ID and account access, Zoom permissions (camera, microphone), app crashes, browser compatibility for BYOD patients, device reboots and updates
• Coordinate loaner tablet shipments and returns for patients with persistent device issues
• Use remote device management tools to diagnose and resolve tablet issues without requiring patient action
• Collaborate with Enrollment to ensure BYOD patients complete pre-session tech checks (audio, video, permissions) before their Initial appointment
• Identify recurring tech patterns and escalate systemic issues to the Product/Engineering team
• Maintain internal knowledge base of common troubleshooting steps and patient-facing guides

Who You Are

Required

• 1+ year in a help desk, tech support, customer support, or patient-facing call center role
• Exceptional patience and empathy you will regularly work with elderly patients who are not tech-savvy, may be hard of hearing, or frustrated. Your tone matters as much as your technical skill.
• Strong troubleshooting instincts: you can diagnose whether an issue is WiFi, device, app, or user error within minutes
• Comfortable with: iPads/iOS, Android tablets, Windows/Mac basics, Zoom, WiFi networking fundamentals, browser troubleshooting
• Clear, professional phone presence you can manage a high volume of inbound calls while keeping each interaction warm and unhurried
• Excellent verbal communication you can explain "go to Settings > WiFi > tap your network name" to someone who has never used a tablet before
• Strong organizational skills you can juggle scheduling queues, tech callbacks, and chat simultaneously without dropping the ball
• Reliable internet connection and quiet workspace for phone-based support
• Available M-F during core hours (flexible scheduling between 8am8pm ET; shift preference discussed at hire)

Preferred

• Experience in healthcare, telehealth, or patient-facing technology support
• Prior scheduling or appointment coordination experience (medical office, telehealth, or similar)
• Familiarity with remote device management (MDM) tools
• Experience with Zoom administration or troubleshooting at scale
• Basic familiarity with Slack (team communication) and task management platforms
• CompTIA A+ or similar certification (not required, but valued)
• Bilingual English/Spanish (significant plus given patient demographics)

Why This Role Matters

Our patients are elderly adults recovering from heart attacks, bypass surgery, and heart failure. Many struggle with technology. Many need a human voice to help them stay on schedule. When they can't connect to their session or don't know when it is they miss exercise that strengthens their heart. When they miss too many sessions, they leave the program. When they leave the program, their health outcomes suffer. Every tech call you resolve and every appointment you confirm keeps a patient in the program and on the path to recovery. In this role, you are not just fixing tablets or answering phones you are protecting lives.

*Note: This is a 1099 contractor position