Patient Engagement Specialist

Patient Engagement Specialist

Fully Remote Scottsdale, AZ 85255; Prescott, AZ 86301; Scottsdale, AZ 85260

Overview

Position Type Maricopa Ambulance Category Customer Service

Description

About OnDemand Visit: OnDemand Visit, a subsidiary of Priority OnDemand, goes beyond 9-1-1or non-emergent ambulance response to deliver proactive, in-home and virtual healthcare for high-risk, high-utilizing patients. Embedded in Emergency Medical Services (EMS) operations, we meet patients the moment care is neededin urban and rural communitiesand stay connected through recovery to improve outcomes, close quality and SDOH gaps, and reduce avoidable costs. Patient Engagement Specialists play a key role in outreach, education, and visit scheduling that keeps patients connected to the right care at the right time.

Position Summary

We are seeking motivated, compassionate, and organized team members who enjoy helping people and thrive in a collaborative, patient-focused environment. This position combines patient outreach, scheduling, care coordination, and operational support to ensure patients receive timely, high-quality care through OnDemand Visit's innovative mobile healthcare programs.

Success in this role requires someone who can quickly build trust with patients, confidently explain the value of our services, answer questions, and help patients feel comfortable participating in our programs. In addition to engaging patients, you will coordinate daily schedules, assign field clinicians to patient visits, optimize routes based on patient location and provider availability, and work closely with clinical and operational teams to ensure efficient care delivery.

The ideal candidate is an exceptional communicator who enjoys helping people, stays organized, and can balance multiple responsibilities throughout the day. Experience in EMS, dispatch, patient scheduling, healthcare operations, customer service, or appointment setting is preferred.

This role directly supports ODV's three programs:

• PathwaysTreat-in-place/9-1-1 diversion
• CareLINCStabilization for high-utilizers
• GuideTransitions of care

You'll be responsible for educating members/patients, overcoming hesitation, and scheduling timely visits with our clinical teams. You'll also recognize when to loop in care coordinators, social workers, or community health workers (CHWs) for additional support and SDOH needs. You need to bring a strong customer service mindset, meeting patients with empathy, clarity, and follow-through on every interaction.

Key Responsibilities

• Conduct outbound and inbound patient outreach following EMS interactions, telehealth visits, hospital discharges, or health plan referrals.
• Build trust with patients by confidently explaining OnDemand Visit services, answering questions, and helping them understand the value of participating in our programs.
• Guide patients through questions or concerns using empathy, education, and effective communication.
• Help patients understand their care options and schedule in-home or virtual visits that best meet their needs.
• Follow approved communication scripts while naturally adapting conversations to each patient's individual needs.
• Clearly explain program benefits, available resources, and how our services improve access to care and reduce unnecessary emergency department visits.

Operations Coordination

• Schedule in-home and virtual visits while balancing patient needs, provider availability, and operational priorities.
• Assign field clinicians to patient visits based on location, availability, urgency, and workload.
• Optimize daily schedules and routes to maximize efficiency and minimize travel time.
• Coordinate scheduling changes throughout the day as patient needs and operational demands evolve.
• Work closely with EMTs, Nurse Practitioners, physicians, dispatch personnel, and operational leadership to ensure timely, coordinated care.

Care Coordination and Follow-Up

• Conduct follow-up calls after clinical or field visits to assess patient status and reinforce care plans.
• Confirm medication pickup, appointment attendance, and completion of recommended next steps.
• Identify non-clinical barriers, including social determinants of health, and coordinate appropriate community resources.
• Complete tasks assigned by providers, EMTs, Social Workers, care coordinators, or leadership within required timeframes.
• Maintain communication with interdisciplinary team members to ensure seamless patient transitions.

Documentation and Caseload Management

• Document all patient interactions, outreach attempts, scheduling activities, and follow-up tasks accurately within required systems.
• Manage an active caseload while ensuring timely completion of all assigned responsibilities.
• Maintain HIPAA compliance and organizational documentation standards.

Knowledge, Collaboration, and Performance

• Maintain strong knowledge of OnDemand Visit services, contracted health plan programs, patient benefits, and community resources.
• Collaborate effectively with clinical, operational, EMS, and health plan partners.
• Contribute to positive patient experiences through timely outreach, accurate scheduling, quality documentation, and effective coordination with the care team.

Work Environment:

• This position may require remote work capabilities in Phoenix, AZ (Maricopa County)
• This is a customer service-oriented role with call-quality and service metrics guiding daily work
• Standard work hours of 8:00am 5:00pm, Monday Friday, with potential flexibility based on patient outreach needs
• Coverage will launch in one priority market with expansion to additional markets as our footprint grows

Qualifications

Required

• High school diploma or equivalent.
• Excellent verbal communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to confidently explain services, build rapport, answer questions, and help patients feel comfortable moving forward with their care.
• Proficiency with Microsoft Office and the ability to navigate multiple software platforms simultaneously.

Preferred

• EMT, Paramedic, or EMS Dispatcher experience preferred.
• Experience in patient scheduling, healthcare operations, dispatch, care coordination, call center operations, customer service, appointment setting, or similar patient-facing roles preferred.
• Experience working with healthcare technology platforms, CRM systems, scheduling software, or electronic health records preferred.
• Knowledge of healthcare systems, insurance plans, medical terminology, and social determinants of health preferred.
• Bilingual (English/Spanish) preferred.

Key Competencies

• Excellent communication and active listening skills.
• Ability to build trust and create positive patient experiences.
• Strong scheduling, routing, and logistical coordination abilities.
• Outstanding organization and follow-through.
• Critical thinking and sound decision-making.
• Ability to multitask and adapt to changing priorities.
• Attention to detail and accurate real-time documentation.
• Professionalism, compassion, and a patient-first mindset.
• Collaborative approach with clinical, EMS, and operational teams.